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Linda Simonsen - ContactCenterWorld.com Blog

Why I love the word 'How'

Towards the end of last year, we started talking about an initiative we’re developing. Called the EQ+ FutureLeaders program, it’s aimed at helping team managers tap into their emotional intelligence to better engage their people.

And quite honestly, the response has been astonishing. People just want to know more.

To me, that shows the industry understands the value of strong team leadership, and realises that the key to employee engagement – and therefore customer engagement and overall better business performance – is highly attuned team leaders. 

Our industry already has a large amount of training on what team leaders should do in their job. The thing we don’t have is training on how they should do their job: how they can have good conversations, engage their people, develop their people. That’s the gap we’re aiming to fill with FutureLeaders and the fact that so many of you have shown interest tells me this is a gap that does need filling.

For more information you can visit our website 

Publish Date: May 11, 2014 11:51 PM


Why numbers matter

Numbers talk. And if you want to convince a senior decision-maker that making an investment, any investment, is a good idea, you will need serious numbers to back your case.

Which is why it’s been fantastic that a number of senior leaders in the industry have asked my permission to distribute the FuturePeople Contact Centre Revolution video to their leadership teams. They want to use it as an educational tool around the links between people, profit and engagement. Most interestingly, a number of them want to use it to manage upwards.

Ultimately for senior management, in any decision to create change it’s largely about the numbers; they just have to stack up. And the thing with the Contact Centre Revolution video is it’s a pretty quick way of demonstrating the value of engagement to a senior manager who is most interested in the bottom line. For example, one statistic from the video:

“In 2012 engaged employees reported 50% higher job satisfaction, 45% better job performance and 33% lower turnover intention.”

If you haven’t seen the Contact Centre Revolution video yet, take a look. And for a more detailed look at the business case for investing in engagement, download the FuturePeople Heartonomics report here. Believe me, the numbers stack up...

Publish Date: May 11, 2014 11:48 PM

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