Leadership Development
Leadership Advancement and Organizational Culture
Leadership development prepares current and future leaders to perform effectively in their roles within the contact center organization. Leaders show employees how to embody values that contribute to organizational culture. NACSMA resources provide industry standards and guidance on these topics to support the contact center community.
EXECUTIVE DEVELOPMENT
Successful Leaders
Successful Leaders
Successful Leaders
To sustain a viable pipeline of managers, contact centers want to invest in a Leadership Development Program. Companies prefer to hire from within but many times don’t have the right leadership talent available internally, which forces companies to look outside. Implementing an LDP can change that scenario. Leaders are developed over time with the proper structure, leadership and direction.
Leader Development
Successful Leaders
Successful Leaders
To sustain a viable pipeline of managers, contact centers want to invest in a Leadership Development Program. Companies prefer to hire from within but many times don’t have the right leadership talent available internally, which forces companies to look outside. Implementing an LDP can change that scenario. Leaders are developed over time with the proper structure, leadership and direction.
Team Development
Successful Leaders
Team Development
To sustain a viable pipeline of managers, contact centers want to invest in a Leadership Development Program. Companies prefer to hire from within but many times don’t have the right leadership talent available internally, which forces companies to look outside. Implementing an LDP can change that scenario. Leaders are developed over time with the proper structure, leadership and direction.
LEADERSHIP DEVELOPMENT
Leadership Training
Leadership Training
Leadership Training
To sustain a viable pipeline of managers, contact centers want to invest in a Leadership Development Program. Companies prefer to hire from within but many times don’t have the right leadership talent available internally, which forces companies to look outside. Implementing an LDP can change that scenario. Leaders are developed over time with the proper structure, leadership and direction.
Leadership Sourcing
Leadership Training
Leadership Training
To sustain a viable pipeline of managers, contact centers want to invest in a Leadership Development Program. Companies prefer to hire from within but many times don’t have the right leadership talent available internally, which forces companies to look outside. Implementing an LDP can change that scenario. Leaders are developed over time with the proper structure, leadership and direction.
Leadership Skills
Leadership Training
Leadership Reviews
To sustain a viable pipeline of managers, contact centers want to invest in a Leadership Development Program. Companies prefer to hire from within but many times don’t have the right leadership talent available internally, which forces companies to look outside. Implementing an LDP can change that scenario. Leaders are developed over time with the proper structure, leadership and direction.
Leadership Reviews
Leadership Coaching
Leadership Reviews
To sustain a viable pipeline of managers, contact centers want to invest in a Leadership Development Program. Companies prefer to hire from within but many times don’t have the right leadership talent available internally, which forces companies to look outside. Implementing an LDP can change that scenario. Leaders are developed over time with the proper structure, leadership and direction.
Leadership Coaching
Leadership Coaching
Leadership Coaching
To sustain a viable pipeline of managers, contact centers want to invest in a Leadership Development Program. Companies prefer to hire from within but many times don’t have the right leadership talent available internally, which forces companies to look outside. Implementing an LDP can change that scenario. Leaders are developed over time with the proper structure, leadership and direction.
SITE PERFORMANCE
Business Intelligence
Business Intelligence
Business Intelligence
Companies that are nimble and respond quickly to market changes and conditions cross the finish line first. Companies that understand the value of BI and understand its importance in their decision making will only increase and make them even more powerful, strategic and successful.
Data and Reports
Business Intelligence
Business Intelligence
Contact center managers never seem to have enough data whether it is real time or historical. Managers want to see activity in real time to make customer service and service level decisions and require historical data to be used in forecasting, identifying trends and performance reviews.
Leadership KPI's
Business Intelligence
Leadership KPI's
Contact center leaders have a plethora of data coming into the contact center. The trick is to have a hosted contact center platform that has the ability to capture all the activity that goes on in a contact center, store it in a safe place and then make it easily retrievable for managers to obtain data.
Agent KPI's
Cultural KPI's
Leadership KPI's
KPI’s and metrics drive performance, which drives success. Once you determine what metrics are important to your business, you will then want to track them, report them live and capture them for historical purposes so you need an enterprise-wide contact center platform that has the capability to track every action that happens in the contact center.
Cultural KPI's
Cultural KPI's
Cultural KPI's
Measuring the results of your cultural initiatives doesn’t have to be dreadful because it’s not something you can’t see. When you focus on the input the output takes care of its self. When your cultural initiative is making progress, and moving in the new direction you will see in real-time contact center metrics as well as historical data greater productivity.
SITE CULTURE
Profit / Expenses
Profit / Expenses
Profit / Expenses
To sustain a viable pipeline of managers, contact centers want to invest in a Leadership Development Program. Companies prefer to hire from within but many times don’t have the right leadership talent available internally, which forces companies to look outside. Implementing an LDP can change that scenario. Leaders are developed over time with the proper structure, leadership and direction.
Creating Culture
Profit / Expenses
Profit / Expenses
Site culture is more important then people realize and creating culture in a new center from day one is paramount. Creating culture starts with the management team. How unified and organized are they on the company mission, vision and execution of plans? Too many chefs in the kitchen will ruin a good meal. Too many managers clamoring for all the power will destroy the management team.
Cultural Overhaul
Profit / Expenses
Maintaining Culture
Reduce workman’s comp, absenteeism, turnover and injuries by investing in ergonomic furniture and implementing an ergonomic training program.
Showing agents how to be more comfortable at the workstation while agents sit all day, and deal with challenging customers will reduce injuries and illness that come from poor functioning workstations.
Maintaining Culture
Maintaining Culture
Maintaining Culture
Corporate culture is a delicate living, breathing organism that doesn’t take care of itself. It requires nurturing, guidance and fuel to create a productive, effective and enjoyable culture where people like coming to work. By taking charge of the culture you can intentionally create the culture you desire for your contact center.
Agent Turnover
Maintaining Culture
Agent Turnover
There are numerous retention strategies that focus on the recruiting process, compensation, recognition and other “feel good” games and parties intended to make it a great place to work. Change your focus from trying to change the environment to focusing on making the job less stressful and more interesting.
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