Common frustration? You can bank on it!

How many of you get frustrated at having to go through national (or international) call centres to get through to the local branch of your bank? That is, if they allow you to speak to the branch in the first place!

I read an amusing story the other day about an elderly lady trying to phone the local branch of her bank. She was put through to a call centre in Asia, where the salesman tried his very best to persuade her to buy one of a whole suite of products, which she politely declined. Eventually he gave up, and asked her how he could help. “I was just wondering,” she said, “if I’d left my gloves on your counter.”

posted by Glenn Mason |Comments (3)
filed under Stories

Managers critical to employee engagement

…and to follow on from my last blog, here’s something that reinforces the issue!

posted by Alison Esse |Add comment
filed under Engagement, Organisations

Trust and Engagement

Many organisations we work with see Trust as a critical factor in gaining competitive advantage. But to create a trusted organisation - if that is how you want to be perceived by your customers and external stakeholders - you have to begin with your employees.

Read more…

posted by Alison Esse |Comments (1)
filed under Engagement, Organisations

No Charisma Required

Business executives are going back to school on the ancient spiritual wisdom of the Bhagavad Gita, which stresses purpose over self. This should come as a relief to those leaders lacking the swagger of a Lou Gerstner.

Knowing who you are, sharing important touchstones in your career and life without theatrics, and stimulating an organization-wide conversation about the organization’s purpose are increasingly seen by top execs as the path to business strength and resilience.

posted by Paul Honeywell |Add comment
filed under Organisations

Engaged employees drive innovation

Get the organisation talking and you’ll find innovation. Innovation is what drives organisations forward. And an organisation of engaged employees is far more likely to be one that achieves innovation. What is an engaged employee? Read this…

posted by Alison Esse |Add comment
filed under Engagement