CHAPTER 8Understanding Enablement



AS BETH AND LAUREN have begun to address sources of frustration in the call center, such as the CRM integration issue, they are at the same time beginning to understand, with Ray’s help, that the solutions to many of the problems they have been experiencing can be found by addressing common and basic work environment considerations (e.g., resources, collaboration, authority, and empowerment). As our employee effectiveness framework (shown again in Figure 8.1) suggests, engagement and enablement are distinct outcomes that are influenced by different factors. Accordingly, managers seeking to improve the effectiveness ...

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