TY - ADVS AU - Konrad,Alison M. TI - Engaging employees through high involvement work practices T2 - Contact center management : how to succeed in today's dynamic environment PY - 2009/// CY - London PB - Henry Stewart Talks KW - Call center agents KW - Call centers KW - Management KW - Customer services N1 - Animated audio-visual presentation with synchronized narration; Title from title frames; Contents: What is employee engagement? -- Organizational benefits of engagement -- Are high involvement practices effective? -- Goal achievement -- How often are high involvement practices used? -- Benefits of a participatory change process -- The impact of workplace diversity -- Innovation; Access restricted to subscribers UR - http://hstalks.com/lib.php?t=HST68.2085&c=250 UR - http://hstalks.com/lib.php?t=HST68&c=250 ER -