• 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. Values, attitudes and behaviour
3. Importance of the era in which a person is born
4. Howe and Strauss' Generations
5. 80 year cycle in the world history
6. Every country and culture is different
7. Everyone has a value system
8. The silent generation
9. Defining values of the silent generation
10. The baby boomers
11. Defining values of the baby boomers
12. Example: equity release
13. Before and after 1968
14. 1968
15. 1989
16. Generation X
17. Defining values of generation X
18. The cuspers
19. The importance of cuspers
20. Generation Y
21. Defining values of generation Y
22. Learning will never be the same again
23. The generational theory - 4 phases
24. Understanding why we don't understand
25. Four steps to take
26. Analyse
27. Identify
28. Empower
29. Embed
30. Applications
31. Summary
32. The call center environment
33. Contact details and thank you

Topics Covered

• Why younger and older people see the world so differently
• How the era in which we are born shapes our worldview and expectations of the workplace
• How to sell more effectively to people from different generations
• How to manage and lead older and younger people
• Improving productivity of multigenerational teams

Links

Series:

• Contact Center Management

Categories:

• Marketing & Sales

Talk Citation

Publication History

• Published on January 18, 2010