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Navigable Slide Index

1. Introduction
2. Energy in the call centre - two opposite pictures
3. Employee engagement
4. Four energies (1)
5. Manage your energy, not your time
6. Energy powers your organisation to achieve goals
7. Four energies (2)
8. Deeper look into the four energies
9. Physical energy
10. 7 principles for creating energising environment
11. Involvement
12. Passion
13. Curiosity
14. Pioneering
15. Permission
16. Commitment
17. Zest
18. Benefits from focusing on these 7 principles
19. What's the status in your organization? (1)
20. What's the status in your organization? (2)
21. Factors that sap the energy
22. Is there an energy crisis in your organization?
23. Return on energy (ROE)
24. Harnessing energy
25. The role of the line manager (1)
26. The role of the line manager (2)
27. Review policies, procedures and work methods
28. Assess your front line managers
29. Harnessing energy - summary
30. References
31. Thank you and acknowledgements

Topics Covered

• Employee engagement
• Manage your energy, not your time
• Four energies
• Physical energy
• Seven principles
• The role of the line manager
• Review of how you do things

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation

Talk Citation

Publication History

• Published on March 8, 2010