3 American Express Call Center Practices That Enable Employee Engagement

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?