3 American Express Call Center Practices That Enable Employee Engagement

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Not all offices are primed for employee engagement, but one American Express call center in Fort Lauderdale goes out of its way to create a pleasant working environment. Its practices are so revolutionary that the workplace was featured in “All In: How the Best Managers Create a Culture of Belief and Drive Big Results” by Adrian Gostick and Chester Elton. Here are three of its practices that could help your office become similarly employee-focused.

• Monthly morale-boosting events. Many companies use some form of a monthly event in which employees get out of the office and have fun together. The AmEx version calls for activities like executive-led dance sessions and public recognition of employees who went above and beyond the call of duty to help customers.
• Fitness-focused perks. The American Express call center has a full workout room with weights, personal trainers, a nurse, a backup day care center and fitness classes to entice employees to get healthy.
• Regular public praise. The senior vice president and general manager of that AmEx location selects nine employees per month to receive special recognition awards.

Which of these employee-engagement measures is your favorite?