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Similar to Eccci summit barcelona 27112014 Silvana Buljan
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Eccci summit barcelona 27112014 Silvana Buljan
- 1. Copyright ©2014 www.buljanandpartners.com
@Buljan_ES
CustomerCentricTalentManagement as Driver of CustomerExperience
Excellencein ContactCenters & CustomerInteractionSummit
Barcelona
27th of November2014
Silvana Buljan
- 13. Copyright ©2014 www.buljanandpartners.com
@Buljan_ES
Whatissaid…
Whatislived….
Thecustomerisin thecenter of business
Painfulcontradictions
Whatisdone…
Theresult:
*87% of employeesare notcommitted
…
*Source: GALUP 2014
- 16. Copyright ©2014 www.buljanandpartners.com
@Buljan_ES
16
BABY BOOMERS
-EXPERTS
GENERATION X
-POWER OF CHANGE
GENERATION Y
-INNOVATION
1940-60
1960-80
1980-
MENTORING
CHANGE TEAMS
INNOVATION
CC TALENT:
THE CHANGE AGENTS
- 17. Copyright ©2014 www.buljanandpartners.com
@Buljan_ES
17
WE CAN ALL BE HOSTS…
…whoare happywhenperfectlyservingothersand creatingmemorable experiences
-Training
-Follow-Up
-BrainGym
Teams
-Training
-Coaching
-Mentoring
Leaders
CORPORATE AND PERSONAL:
TRAINING AND MENTORING
- 18. Copyright ©2014 www.buljanandpartners.com
@Buljan_ES
WE ALL CARE ABOUT OUR IMAGE AND WANT TO FEEL APPRECIATED…
…ifwefeelcomfortablein ourenvironmentand workingclimate
Managingressentiments:
-internalconversations
RetainTALENT
Managingpersonal change:
-Coaching
AdaptTALENT
ABSENT:
THE TRUE CHALLENGE
