How middle managers can boost employee engagement and customer experience

It’s pretty well understood that having a high level of employee engagement fuels better levels of service, a more engaging customer experience and better business results. Gallup research supports this and shows that firms with a highly engaged workforce experience tend to have: 37% less absenteeism; Between 25% and 65% lower staff turnover, depending on […]

Is it time to stop talking about employee engagement?

Today’s podcast interview is a little different as it is an interview that I did earlier this year with the folks over at Engage For Success. My interviewer is Jo Moffat and over the course of our discussion we attempt to tackle the question: Is it time to stop talking about employee engagement? This interview […]

Employee engagement, real-time feedback and organisational indigestion – Interview with Cheryl Johnson of Echo Global Logistics

Today’s interview is with Cheryl Johnson, Head of HR for Echo Global Logistics. Cheryl joins me today to talk about what they are doing at Echo with regards implementing a real-time feedback system for their employees, why they are doing it, how it compliments their existing performance management systems and the results that they are […]

How organizations and leaders could be undermining their own employee engagement efforts

According to Deloitte’s 2015 research into Global Human Capital Trends, the top priority for business leaders around the world right now is culture and engagement. They go on to say that ‘organisations are recognising the need to focus on culture and dramatically improve employee engagement’. Additional research by the Great Place To Work Institute into […]

Transforming agent attrition in the contact centre through social physics – Interview with Ron Davis of Tenacity

Today’s interview is with Ron Davis, who is co-founder and CEO of Tenacity, a new technology/software company that is helping contact centres change agent behaviours and transform their workplaces through peer accountability. Ron joins me today to talk about employee retention, turnover and engagement in the contact centre, the size of the problem, social physics […]