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The Meaning of Life in the Call Center: Rethinking Agent Sat

  • Broadcast in Business



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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 Call Talk, Teresa 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.

As mentioned in the show, click on the Progress Principal, for more info and how to apply it.

Personal Work Diary Tool - for individuals

Daily Progress Checklist -for Managers (coming soon!)

Teresa Amabile is the Edsel Bryant Ford Professor of Business Administration at Harvard Business School, as well as a Director of Research. Her research investigates how life inside organizations can influence people and their performance. She is the coauthor of The Progress Principle, Creativity in Context, and Growing 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.

Teresa holds a Ph.D. in psychology from Stanford University.