Don’t miss it!
Barbara presents important case study at EMACS 2008 October 10-13 in Austin, TX
Join Barbara and Carrie Kelly from Vertex Outsourcing as they share their story of using The Napkin, the Melon & the Monkey and related training to improve employee engagement and improve key metrics in 2 large call centers.

In the battle against attrition, a well-trained supervisor is your best weapon
A new approach to solving an old problem

Vertex, a global business process outsourcer, is conducting an innovative training process for supervisors that focuses on improving the level of job satisfaction and engagement of their CSRs. The Make a Difference Supervisor Development program utilizes the fable book, The Napkin, the Melon & the Monkey, as the tool for the company’s 21 supervisors to use to create a stronger bond with their reps and improve key metrics.

The supervisors received their training in December 2007. Within a short time call center morale improved and controllable attrition began to decline. Besides a significant drop in negative turnover, the company saw an improvement in attendance and call quality scores. The improved scores on the quarterly supervisor Employee Engagement Surveys showed that when reps get the personalized support they need from their supervisor, they are happier and work harder.

For more information about the project and an update on results throughout 2008, contact Barbara.

Publisher Hay House has purchased the rights to publish The Napkin, the Melon & the Monkey. The company plans to issue the hardcover version in early 2010, translate it into multiple languages, and distribute it throughout the World.  Barbara self-published the book in 2003 and since that time has sold 3700 copies via her website and speaking engagements.

I am absolutely thrilled that the book has found a home with Hay House — a wonderful publisher who truly loves the book. Hay House believes as I do, that books that have a positive, empowering message can make a difference in the lives of people.  This would never have been possible had it not been for the thousands of people who were inspired by the book and spread the word about it. Thank you!