• Strategic Issues
• 48 min
  1. The future of the contact center advisor

  • Dr. Nicola Millard
• 24 min
  2. Systems thinking for service centers

  • Prof. John Seddon
• 56 min
  3. Competitive contact in the future

  • Mr. Rufus Grig
• 51 min
  4. Achieving sustainable service improvement in contact centers

  • Mr. Jonathan Donovan
• 51 min
  5. Plan and deliver

  • Mr. Steve Pink
• Training and Managing Contact Center Staff
• 40 min
  6. The human side of contact centers

  • Dr. David Holman
• 49 min
  7. From agent to expert

  • Dr. Jo Cheesman
• 30 min
  8. Emotions on the telephone

  • Ms. Cilla Mckay
• 38 min
  9. The call and contact center trainer as change agent

  • Mr. Steve Shellabear
• 47 min
  10. Growing great contact center communicators

  • Mr. Nick Drake-Knight
• Motivating Contact Center Staff
• 32 min
  11. Wellbeing

  • Ms. Maria Bourke
• 23 min
  12. Don't ask customers what they want, ask your staff

  • Ms. Jennifer Kirkby
• 31 min
  13. Engaging employees through high involvement work practices

  • Dr. Alison M. Konrad
• 36 min
  14. Employee engagement

  • Mr. Jonathan Donovan
• 39 min
  15. Flexible working

  • Mr. Jonathan Street
• 58 min
  16. Preventing agent burnout

  • Ms. Francoise Tourniaire
• 58 min
  17. Understanding the generation gap

  • Dr. Graeme Codrington
• 28 min
  18. Harnessing energy

  • Ms. Fiona Cameron
• 28 min
  19. Voice from the front-line

  • Mr. Jeff Rose-Martland
• Performance Metrics
• 31 min
  20. People and performance

  • Ms. Penny Tamkin
• 47 min
  21. Performance metrics to sustain peak performance

  • Mr. Jonathan Wilson
• 22 min
  22. Performance management - an art and a science

  • Mr. Steve Shellabear
• Technology Review
• 51 min
  23. Contact center technology

  • Mr. William Durr
• 39 min
  24. Speech technologies - recognition and analytics

  • Mr. Jonathan Wax
• 31 min
  25. SMS: customer leading or customer led?

  • Ms. Amanda Crank
• Case Studies
• 32 min
  26. Delivering public services

  • Ms. Pauline Smith

Printable Handouts

PDF

Navigable Slide Index

1. Introduction
2. Systems thinking for service centres
3. The present style of management
4. Command and control thinking
5. Sub-optimization of the process
6. The paradigm is the problem
7. Managers are focused on activity
8. First big mistake
9. Two types of demand
10. Second big mistake
11. Chart of John's calls per day
12. Chart of John's capability
13. Are we working on the 5% or the 95%?
14. Third big mistake
15. Only people can absorb variety
16. The command and control archetype
17. The systems thinking archetype
18. Changing management thinking (1)
19. Counter-intuitive ideas (1)
20. Purpose, measures, method
21. Counter-intuitive ideas (2)
22. The place to start is 'check'
23. The Vanguard model for 'check'
24. Avoiding the idea of best practice
25. Anything can be improved if you know how to look
26. Service differs from manufacturing
27. Purpose, measures, method (manufacturing)
28. Purpose, measures, method (service)
29. Watch out for the tool heads
30. It is a thinking thing
31. Changing management thinking (2)
32. The change starts with curiousity
33. Recommended books (1)
34. Recommended books (2)
35. Thank you

Topics Covered

• Systems thinking for service centers
• The present style of management
• The paradigm is the problem
• Two types of demand
• The command and control archetype
• The systems thinking archetype
• Changing management thinking
• Purpose, measures, method
• Best practice

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on April 16, 2009