Collector – November 2019 - 11

BESTPRACTICES

* Other teams at [company] collaborate
well with my team to get the job done.
You should also include questions
that are tied to employees' day-to-day
experiences. For example, Rachel Cook,
founder of leadership consulting company
Lead Above the Noise, suggests:
* I have what I need (i.e., tools,
resources, permission) to do my
work efficiently.
* If not, what is missing?
* My leader enables/empowers me to
do great work.
* If not, what is one change your direct
leader could make immediately to
better enable/empower you?

TRUST THE RESULTS, BUT DON'T
GET BOGGED DOWN IN THE DATA
Employee engagement surveys are
designed to measure, assess and
benchmark specific issues and help
companies look for opportunities to course

COLLECTOR 11.19

correct. But sometimes the data can cloud
your end goal.
"I encourage clients to move away from
engagement as a measurement tool and
lean into it as an enabler of real dialogue
with employees," Cooper said. "Being able
to say 'our employee engagement jumped
from 64% last year to 65% this year' is fine,
but static and not very useful. Being able to
say, 'We identified three critical bottlenecks
in how our teams deliver customer service
and have put your suggestions into action,
optimizing our NPS score' is a much more
engaging proposition.
If handled well, he noted, these surveys
can help you identify-and celebrate-your
strengths while providing a roadmap to
fix issues that could ultimately have a big
impact on your company's reputation,
clients, productivity and bottom line.
Anne Rosso May is managing editor of
Collector magazine.

70%
Of business leaders
agree that employee
engagement is
critical to achieving
business results.
SOURCE: GARTNER

11



Collector – November 2019

Table of Contents for the Digital Edition of Collector – November 2019

Upfront
Industry News
Best Practices
FYI
Collection Tips
Do Your Policies Measure Up?
The Life-Changing Magic of Tidying Up Your Call Evaluations
The (Slow) Race to Clarify the TCPA
Honor Roll
Calendar
Education Spotlight
ACA’s LevelUp Leadership Experience
Lead the Next Generation Through Mentorship
Texas Tackles the TCPA
Never Give Up
A Resource Every Member Needs
Rising to the Top
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – November 2019 - Cover1
Collector – November 2019 - Cover2
Collector – November 2019 - 1
Collector – November 2019 - 2
Collector – November 2019 - 3
Collector – November 2019 - Upfront
Collector – November 2019 - 5
Collector – November 2019 - Industry News
Collector – November 2019 - 7
Collector – November 2019 - 8
Collector – November 2019 - 9
Collector – November 2019 - Best Practices
Collector – November 2019 - 11
Collector – November 2019 - FYI
Collector – November 2019 - 13
Collector – November 2019 - Collection Tips
Collector – November 2019 - 15
Collector – November 2019 - Do Your Policies Measure Up?
Collector – November 2019 - 17
Collector – November 2019 - 18
Collector – November 2019 - 19
Collector – November 2019 - The Life-Changing Magic of Tidying Up Your Call Evaluations
Collector – November 2019 - 21
Collector – November 2019 - 22
Collector – November 2019 - 23
Collector – November 2019 - The (Slow) Race to Clarify the TCPA
Collector – November 2019 - 25
Collector – November 2019 - 26
Collector – November 2019 - 27
Collector – November 2019 - 28
Collector – November 2019 - 29
Collector – November 2019 - 30
Collector – November 2019 - Honor Roll
Collector – November 2019 - Calendar
Collector – November 2019 - 33
Collector – November 2019 - Education Spotlight
Collector – November 2019 - 35
Collector – November 2019 - ACA’s LevelUp Leadership Experience
Collector – November 2019 - 37
Collector – November 2019 - Lead the Next Generation Through Mentorship
Collector – November 2019 - 39
Collector – November 2019 - Texas Tackles the TCPA
Collector – November 2019 - 41
Collector – November 2019 - Never Give Up
Collector – November 2019 - 43
Collector – November 2019 - A Resource Every Member Needs
Collector – November 2019 - 45
Collector – November 2019 - Rising to the Top
Collector – November 2019 - 47
Collector – November 2019 - ACA SearchPoint
Collector – November 2019 - Ad Index
Collector – November 2019 - Membership
Collector – November 2019 - 51
Collector – November 2019 - Last Word
Collector – November 2019 - Cover3
Collector – November 2019 - Cover4
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