Leveraging Staff Competencies to
               Maximize ROI
                                                June 2, 2009
...
Agenda


    Introductions
          –  LSA Global/Anne Slough
          –  Thiagi/Matt Richter
          –  Participants...
LSA Global Overview


     •  Founded in 1995
     •  Headquartered in Santa Clara, CA
     •  Partnered with over 500 cli...
LSA Global Overview

     Core Competencies
       Sales, Negotiation & Account Planning
       Service Skills
       T...
“Hello” Activity




ASSESSMENT | SALES | LEADERSHIP | MANAGEMENT | PROJECT MANAGEMENT | MEASUREMENT
                     ...
Contact Center Landscape/Trends

          True or False?

       More contact points mean better service. Customers have...
Contact Center Landscape/Trends

        True or False?

       Organizations are expecting to do more or the same, with ...
Roadmap for Success


         Four Areas of Focus to Leverage

       Talent Pools

       Work Environment

       Te...
Talent Pools


                  First time in American history that 4 generations are
                  working side-by-s...
Talent Pools

     Generation Timeline

     Veterans/Silent/Traditionalists                                              ...
Talent Pools




 Source: Greg Hammill, Director, Intern and Student programs, at Farleigh Dickerson U’s Silbeman College ...
Talent Pools




Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks a...
Talent Pools


  Activity

–  Get into your small group.
–  Segment your workforce into groups based on the
   generation ...
Talent Pools

     Activity Continued….

     Answer the following questions for each generation:

     1)  What are my te...
Work Environment




ASSESSMENT | SALES | LEADERSHIP | MANAGEMENT | PROJECT MANAGEMENT | MEASUREMENT
                     ...
Break=15 minutes



ASSESSMENT | SALES | LEADERSHIP | MANAGEMENT | PROJECT MANAGEMENT | MEASUREMENT
                      ...
Technology

     Landscape Overview


      Technology remains the best lever for extracting more value
       from emplo...
Technology

     Landscape Overview

     Technology either inhibits or enhances your center, based on
      the technolo...
Technology

     And then there’s Web 2.0……


     Web 1.0: web browser used to access information
     (Gen X driven) Goo...
Technology

        Web 2.0 and the Contact Center

      Increase customer service (first call resolution)
      Increa...
Technology


        Activity:

       Get into your small group.
       Identify the types of technologies your center ...
Compensation




ASSESSMENT | SALES | LEADERSHIP | MANAGEMENT | PROJECT MANAGEMENT | MEASUREMENT
                         ...
Q&A

ASSESSMENT | SALES | LEADERSHIP | MANAGEMENT | PROJECT MANAGEMENT | MEASUREMENT
                                     ...
Leveraging Staff Competencies to
                 Ensure ROI
                                               June 2, 2009
 ...
Upcoming SlideShare
Loading in …5
×

Leveraging Existing Resources For Success

895 views

Published on

Learn how to leverage your existing resources to continue to meet and exceed your goals.

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
895
On SlideShare
0
From Embeds
0
Number of Embeds
5
Actions
Shares
0
Downloads
1
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Leveraging Existing Resources For Success

  1. 1. Leveraging Staff Competencies to Maximize ROI June 2, 2009 ICMI Contact Center Management Conference Anne Slough & Matt Richter Senior Account Consultant 919.779.0003 ASlough@LSAGlobal.com ASSESSMENT | SALES | LEADERSHIP | MANAGEMENT | PROJECT MANAGEMENT | MEASUREMENT 1 Copyright ©2008 LSA Global All Rights Reserved. www.LSAGlobal.com 800.889.6452
  2. 2. Agenda  Introductions –  LSA Global/Anne Slough –  Thiagi/Matt Richter –  Participants  “Hello”  Contact Center Landscape/Trends  Roadmap for Success  Q&A Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 2 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  3. 3. LSA Global Overview •  Founded in 1995 •  Headquartered in Santa Clara, CA •  Partnered with over 500 clients and over 2,500 Solution Experts, to deliver over 10,000 targeted business solutions, consulting solutions, and learning solutions. “We believe successful organizations recognize that effective people strategies are an integral component in creating and maintaining a competitive advantage. We help clients build their competitive advantage by understanding their critical business needs and bringing the exact expertise to meet those needs.” Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 3 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  4. 4. LSA Global Overview Core Competencies   Sales, Negotiation & Account Planning   Service Skills   Training Measurement & ROI   Leadership   Presentations   Financial Acumen   Change Management   Employee Engagement & Retention   Effective Interviewing & Onboarding   Legal Compliance   Diversity & ESL   Project Management   Strategy & Execution Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 4 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  5. 5. “Hello” Activity ASSESSMENT | SALES | LEADERSHIP | MANAGEMENT | PROJECT MANAGEMENT | MEASUREMENT 5 Copyright ©2008 LSA Global All Rights Reserved. www.LSAGlobal.com 800.889.6452
  6. 6. Contact Center Landscape/Trends True or False?   More contact points mean better service. Customers have access to a wide variety of communications including mail, telephony, email, fax, chat and web video.   Outsourcing and Offshoring continue to grow.   Economic conditions have stymied employee churn and development.   Customers expect first-call resolution and expect a timely and thorough solution to their problem. In this tighter economy businesses need to make the most of every inquiry and customer service experience. Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 6 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  7. 7. Contact Center Landscape/Trends True or False?   Organizations are expecting to do more or the same, with fewer resources, while continuing to reduce cost. Contact centers are seen as particularly vulnerable to this philosophy.   Ongoing development and performance of your agent base is becoming more self-directed and decentralized (podcasts, elearning, etc).   Complexity of products and delivery channels, consumer savvy and an instant access to data push the boundaries of training’s capabilities. Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 7 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  8. 8. Roadmap for Success Four Areas of Focus to Leverage  Talent Pools  Work Environment  Technology  Compensation Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 8 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  9. 9. Talent Pools First time in American history that 4 generations are working side-by-side. Generational differences can affect everything, including recruiting, building teams, dealing with change, motivating, managing, and maintaining and increasing productivity.   Who’s in your tool box?   What do they want-WIFM?   Why do they want it?   How do you get it to them?   What do you need from them? Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 9 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  10. 10. Talent Pools Generation Timeline Veterans/Silent/Traditionalists 1922-1945 Baby Boomers 1946-1964 Generation X 1965-1980 Generation Y/Millennials/Echo Boomers 1981-2000 Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 10 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  11. 11. Talent Pools Source: Greg Hammill, Director, Intern and Student programs, at Farleigh Dickerson U’s Silbeman College of Business. Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 11 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  12. 12. Talent Pools Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 12 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  13. 13. Talent Pools Activity –  Get into your small group. –  Segment your workforce into groups based on the generation profiles. –  List each generation’s strengths and opportunities –  Discuss how you do or can leverage their strengths Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 13 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  14. 14. Talent Pools Activity Continued…. Answer the following questions for each generation: 1)  What are my team’s particular strengths and opportunities, based on each generation? 2)  How can I support each generation in order for them to achieve their goals? 3)  What is the most effective way that I can train or provide the right tools to each generation? (elearning, ILT, blended, self-directed) 4)  What job duties are best suited for each generation? (chat, voice, email) 5)  What product lines are best suited for each generation? (complex, technology driven, simple) 6)  What roles are best suited for each generation? (supervisory, individual contributors, cross-functional) Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 14 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  15. 15. Work Environment ASSESSMENT | SALES | LEADERSHIP | MANAGEMENT | PROJECT MANAGEMENT | MEASUREMENT 15 Copyright ©2008 LSA Global All Rights Reserved. www.LSAGlobal.com 800.889.6452
  16. 16. Break=15 minutes ASSESSMENT | SALES | LEADERSHIP | MANAGEMENT | PROJECT MANAGEMENT | MEASUREMENT 16 Copyright ©2008 LSA Global All Rights Reserved. www.LSAGlobal.com 800.889.6452
  17. 17. Technology Landscape Overview   Technology remains the best lever for extracting more value from employees and make better use of customer data.   Although contact centers operate as the front-end of many organizations throughout the world, they will find themselves facing the pinch as companies are seeking to reduce costs fast, while also demanding high service standards within the center.   Self-Service Environment. Keeping in touch with customers, recognizing them when they contact you and letting them connect to you easily across multiple, integrated channels — is an essential component of any successful contact center. Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 17 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  18. 18. Technology Landscape Overview   Technology either inhibits or enhances your center, based on the technology itself and the strategy the technology is supporting.   The complexity of technology challenges the modern contact center (workforce management, IVR, Speech, VoIP, Quality Monitoring, etc.)   Dependency on IT will continue to rise.   Data security and data integration will continue to challenge contact center capabilities. Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 18 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  19. 19. Technology And then there’s Web 2.0…… Web 1.0: web browser used to access information (Gen X driven) Google, Yahoo, etc. Web 2.0: component driven that allows for social networking and collaboration to share information and to shape perceptions (Millennials driven) Linkedin, Facebook, MySpace, Twitter, etc. Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 19 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  20. 20. Technology Web 2.0 and the Contact Center  Increase customer service (first call resolution)  Increase employee engagement  Increase employee accountability  Increase customer loyalty (wallet share) Only if web 2.0 supports your companies goals and you can measure it and support it. Your company’s reputation is defined by others in real time. (Twitter) Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 20 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  21. 21. Technology Activity:   Get into your small group.   Identify the types of technologies your center currently uses or houses.   Based on your center’s overall vision, strategy and goals, explain how technology is either inhibiting or enhancing your ability to achieve your vision/mission/goals.   Debrief Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product 21 names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.
  22. 22. Compensation ASSESSMENT | SALES | LEADERSHIP | MANAGEMENT | PROJECT MANAGEMENT | MEASUREMENT 22 Copyright ©2008 LSA Global All Rights Reserved. www.LSAGlobal.com 800.889.6452
  23. 23. Q&A ASSESSMENT | SALES | LEADERSHIP | MANAGEMENT | PROJECT MANAGEMENT | MEASUREMENT 23 Copyright ©2008 LSA Global All Rights Reserved. www.LSAGlobal.com 800.889.6452
  24. 24. Leveraging Staff Competencies to Ensure ROI June 2, 2009 ICMI Contact Center Management Conference Anne Slough Senior Account Consultant 919.779.0003 ASlough@LSAGlobal.com ASSESSMENT | SALES | LEADERSHIP | MANAGEMENT | PROJECT MANAGEMENT | MEASUREMENT 24 Copyright ©2008 LSA Global All Rights Reserved. www.LSAGlobal.com 800.889.6452

×