The Power of Attitude

The single most important element to success is 100% controllable by each of us. That’s right, you have the ability to control this element of success every day. The element I refer to is, of course, your ATTITUDE. One of my favorite authors, Charles Swindoll, wrote the following about ATTITUDE:

“The longer I live, the more I realize the impact of attitude on life. Attitude, to me, is more important than facts.

It is more important than the past, than education, than money, than circumstances, than failure, than successes, than what other people think or say or do.

It is more important than appearance, giftedness or skill. It will make or break a company, a church, or a home.

The remarkable thing is we have a choice everyday regarding the attitude we will embrace for that day.

We cannot change our past,  we cannot change the fact that people will act in a certain way.

We cannot change the inevitable.

The only thing we can do is play on the one string we have, and that is our attitude.

I am convinced that life is 10% what happens to me and 90% of how I react to it.

And so it is with you, WE are in charge of our Attitudes.”


These words seem so simple and yet so accurate.

Why is it that so many contact centers struggle with the attitudes of their employees? I believe it begins with Leadership. That’s right, it’s our fault for allowing negative attitudes to impact the cultures and results of our centers.

What can you do to change the culture of your contact center?

It starts with assessing where your contact center is today. The assessment I like to use is called D.I.AL.O.G., which stands for Data Indicating ALignment of Organizational Goals. This assessment allows you to accurately take the pulse of your business. You will be able to identify, prioritize, and implement a plan to resolve the issues your business faces. Most importantly, you will receive the feedback from your employees about how ATTITUDE is impacting your business.

If you are concerned about the direction of your teams or you want to measure accurately how your leadership team is performing, then contact us through the link below for a FREE consultation about using D.I.AL.O.G. as a diagnostic tool for your organization:

We will help you achieve your vision of success. 


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About davegregory

Dave Gregory, Chief Learning Officer for Inspired Performance Solutions, Inc., believes in the power of the strengths movement. During the past 15 years, Dave managed the Learning Solutions activities of Qwest’s Mass Markets Group, including call centers, retail stores, indirect retail, e-business, collections, alternative markets and the small business teams. Mr. Gregory graduated from Creighton University’s School of Law in 1993 earning a Juris Doctor. He completed his undergraduate education receiving a BSBA with an emphasis in marketing from the University of Nebraska-Omaha in 1990. Mr. Gregory has more than 25 years experience in business development and consulting.

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