• 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. Energy in the call centre - two opposite pictures
3. Employee engagement
4. Four energies (1)
5. Manage your energy, not your time
6. Energy powers your organisation to achieve goals
7. Four energies (2)
8. Deeper look into the four energies
9. Physical energy
10. 7 principles for creating energising environment
11. Involvement
12. Passion
13. Curiosity
14. Pioneering
15. Permission
16. Commitment
17. Zest
18. Benefits from focusing on these 7 principles
19. What's the status in your organization? (1)
20. What's the status in your organization? (2)
21. Factors that sap the energy
22. Is there an energy crisis in your organization?
23. Return on energy (ROE)
24. Harnessing energy
25. The role of the line manager (1)
26. The role of the line manager (2)
27. Review policies, procedures and work methods
28. Assess your front line managers
29. Harnessing energy - summary
30. References
31. Thank you and acknowledgements

Topics Covered

• Employee engagement
• Manage your energy, not your time
• Four energies
• Physical energy
• Seven principles
• The role of the line manager
• Review of how you do things

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation

Talk Citation

Publication History

• Published on March 8, 2010