• Strategic Issues
• 24 min
  1. Systems thinking for service centers

  • Prof. John Seddon
• 51 min
  2. Plan and deliver

  • Mr. Steve Pink
• Motivating Contact Center Staff
• 32 min
  3. Wellbeing

  • Ms. Maria Bourke
• 31 min
  4. Engaging employees through high involvement work practices

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

  • Mr. Jonathan Donovan
• 28 min
  6. Harnessing energy

  • Ms. Fiona Cameron
• Performance Metrics
• 22 min
  7. Performance management - an art and a science

  • Mr. Steve Shellabear
• Technology Review
• 31 min
  8. SMS: customer leading or customer led?

  • Ms. Amanda Crank
• Archived Lectures *These may not cover the latest advances in the field
• 31 min
  9. People and performance

  • Ms. Penny Tamkin
• 39 min
  10. Flexible working

  • Mr. Jonathan Street
• 32 min
  11. Delivering public services

  • Ms. Pauline Smith
• 51 min
  12. Contact center technology

  • Mr. William Durr
• 48 min
  13. The future of the contact center advisor

  • Dr. Nicola Millard
• 56 min
  14. Competitive contact in the future

  • Mr. Rufus Grig
• 40 min
  15. The human side of contact centers

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

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

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

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

  • Mr. Nick Drake-Knight
• 23 min
  20. Don't ask customers what they want, ask your staff

  • Ms. Jennifer Kirkby
• 58 min
  21. Preventing agent burnout

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

  • Dr. Graeme Codrington
• 28 min
  23. Voice from the front-line

  • Mr. Jeff Rose-Martland
• 47 min
  24. Performance metrics to sustain peak performance

  • Mr. Jonathan Wilson
• 39 min
  25. Speech technologies - recognition and analytics

  • Mr. Jonathan Wax
• 51 min
  26. Achieving sustainable service improvement in contact centers

  • Mr. Jonathan Donovan

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