Summary of presentation presented to Austin Contact Center Alliance

1. www.ripplecentral.com This page left intentionally blank so you could take down my website. Okay. Alright. Fine! It’s a shameless plug!!!

2. Mrs. Wheeler & My Suspect Power of Improvisation Copyright 2009 The Ripple Effect

3. Observation Your First Key To Engagement Copyright 2009 The Ripple Effect

4. You have one don’t you? Copyright 2009 The Ripple Effect

5. Your most important investment Curiosity Leadership Every individual as important as you are – parking garage attendants Copyright 2009 The Ripple Effect

11. Employee Life Cycle Are They Doomed From The Start? Copyright 2009 The Ripple Effect

12. Company Welcome Aboard!!! Copyright 2009 The Ripple Effect

13. Nothing But Potential Copyright 2009 The Ripple Effect

14. Copyright 2009 The Ripple Effect

15. I’m Excited To Be Here!!! Wish we could say the same! Copyright 2009 The Ripple Effect

16. Lunch Spot Copyright 2009 The Ripple Effect

17. Copyright 2009 The Ripple Effect

18. 1. If your manager primarily ignores you your chances of being actively disengaged are 40% 2. If your manager focuses on your weaknesses your chances of being actively disengaged are 22% 3. No close friendships at work can decrease job satisfaction by nearly 50% Copyright 2009 The Ripple Effect

19. CALL CENTER CONNECTION Copyright 2009 The Ripple Effect

21. If The Company Has 40% Turnover? Copyright 2009 The Ripple Effect

22. Is The Company Turning Over The Right 40%? The Question Is…. Copyright 2009 The Ripple Effect

23. Off The Street Call Center Advancement 60% Retention 40% Turnover Copyright 2009 The Ripple Effect

24. FACILITATED CONNECTIONS RIPPLE STYLE Copyright 2009 The Ripple Effect

26. ELIMINATE Transparency Silo Mentality Communication Brick Walls Disengaged Workers Copyright 2009 The Ripple Effect

27. DISCOVER ! ! Knowledge Resources Skills Value Copyright 2009 The Ripple Effect

28. DEEPEN Awareness Connections Understanding Empathy Copyright 2009 The Ripple Effect

29. Engagement Relationships Friendships Loyalty Satisfaction Copyright 2009 The Ripple Effect STRENGTHEN

30. CAPTURE Hearts Minds Appreciation Copyright 2009 The Ripple Effect

32. Humanize the process of connecting Set the tone with your own actions Make engagement part of the corporate culture Get good at connecting by practicing daily on everyone Executing Your Engagement Plan Copyright 2009 The Ripple Effect

33. Awesome…. You are still here!!! Your wrote down the website right? Just making sure.. www.ripplecentral.com