The Meaning of Life . . . in the Call Center: Rethinking Agent Satisfaction
Join host Bruce Belfiore and Dr. Teresa Amabile, Harvard Business School Professor, as they discuss agent satisfaction. Is employee engagement as strong as it could be in your organization? Is everyone highly motivated to do a great job every day? In this episode of CallTalk, Professor Amabile describes a decade of research into the hearts and minds of people at work. Her results, and their implications for what managers and supervisors do every day, may surprise you.
Broadcast monthly, directly over the Internet to your desktop, CallTalk covers informative and educational topics that impact today's call center. This show is hosted by Bruce Belfiore, CEO of BenchmarkPortal. It is aired without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners.
Teresa Amabile is the Edsel Bryant Ford Professor of Business Administration and a Director of Research at Harvard Business School. Her research investigates how life inside organizations can influence people and their performance. She is the coauthor of The Progress Principle, Creativity in Context, andGrowing Up Creative, as well as over 150 scholarly papers, chapters, case studies, and presentations. She has presented her theories, research results, and practical implications to various groups in business, government, and education, including Google, Pixar, Intel, TEDx Atlanta, Procter & Gamble, Novartis International AG, and Motorola.
Date: Thur., July 19th, 2012
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Time:10am PT / 1pm ET
Topic:The Meaning of Life . . . in the Call Center: Rethinking Agent Satisfaction
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