The first step (I’ll be reviewing the other 6 steps in upcoming posts) to improving employee engagement in your call center, is to identify your actively engaged employees. You know them; their handle times are lower than average, their customer feedback is better than average, they are the ones that have few absences from work, the ones that adhere to their schedule, the ones that you want to hold up as models. Identify who they are, make sure they know that they are identified as role models, tell them you want to recruit them to be engagement evangelists. This is called ‘gathering the troops’. You’ll need to have them not only fully engaged in their work, but fully engaged in your improvement program.