by Diane Berenbaum

These turbulent times can take a heavy toll on our mental health. But, some people seem to be happy all the time, even in the most seemingly dire situations. University of Illinois Professor, Dr. Edward Diener, is an expert on measuring well-being and determining the causes of life satisfaction. 

Read on to take his Satisfaction with Life Survey and find ways you can be happier than you are today.

by Diane Berenbaum and Jean Marie Johnson

Call Center Times (www.callcentertimes.com) selected Communico to be one of a select few contributors to their first Call Center Best Practices Report.

Click here to read our article and learn what it takes to create memorable customer experiences and surpass the competition in this challenging economy.

by Jean Marie Johnson

Great service experiences - consistently delivered with grace and flawless execution - don't just happen. They are the outcome of an orchestration of intention, training and action. They are also the result of paying attention, all of the time. 

Click to continue to learn how to be a keen observer of your processes so you can dramatically improve your customers' and employees' experience.

Cognisco Ltd, a leading employee assessment solutions specialist, announced the results of their study "Knowledge - The New Commodity." They found that the top performing economies, including the U.S. and U.K., are reducing focus on knowledge development, coaching and mentoring. More companies in these countries reported a decreased investment in staff development rather than an increase. 

In contrast, fewer firms in the Asian market are planning to decrease training budgets and investments in staff. Instead they are coping with the economic downturn in other ways.

These findings suggest that emerging market countries will be well-positioned to overtake industrialized countries when the economy improves. And, investment in people is an important priority for U.S. businesses hoping to maintain competitiveness and improve productivity.

Communico's Tom Larkin was selected to be the keynote speaker for the North East Contact Center Forum on June 9th at Gillette Stadium. Presenting to contact center professionals from a variety of industries, he highlighted the importance of increasing employee engagement and satisfaction in a down market.

Link between Employee Development and Satisfaction

According to a recent retention study by the Hay Group, employees overwhelmingly state that learning new skills, coupled with company interest in their personal growth, are among the most important contributors to employee satisfaction. Larkin highlighted how organizations can turn these tough times into an opportunity to improve motivation and morale with a new approach to coaching.

The Unique Value of Developmental Coaching

Most contact centers have partial or inconsistent coaching practices, or use an evaluative approach. Tom's presentation explored the unique value of 'developmental coaching' in turbulent times. Participants learned the Developmental Coaching Model and explored how to use the model to build on their employees' strengths.

Stay Tuned for a Free Webinar on this
topic on August 12

Due to popular demand, Communico will do a free webinar on this topic in August.  Be on the lookout for more information! 

Or click here if you would like to be on the mailing list for this special event.

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