The document discusses the importance of leadership at all levels of an organization. It defines leadership as creating vision and strategy, while management focuses more on tasks and problem solving. The world today requires more leadership due to increased globalization, digitalization, and empowered individuals. For call centers specifically, leadership is needed to develop employees' skills and careers to improve retention amid changing industry demands. The document provides a framework for leadership with five pillars and emphasizes that anyone can demonstrate leadership through their choices and contributions.
Day 2 - Wednesday 18 March 2015: Preparing for our Institutional Challenge
Talent Track: Creating a High Performance Culture. Presented by Rose Nkosi, Head of Organisation Effectiveness & Diversity, Sasol.
#astdza2015
ANYONE can Learn to be a Charismatic Leader: Six of the Most Critical Behaviors
Be a Beacon of Positivity
Communicate Effectively
Tailor Your Vision
Be Energetic & Enthusiastic
Recognize the Greatness in Others
Use the Charismatic Power of Belief in People
Day 2 - Wednesday 18 March 2015: Preparing for our Institutional Challenge
Talent Track: Creating a High Performance Culture. Presented by Rose Nkosi, Head of Organisation Effectiveness & Diversity, Sasol.
#astdza2015
ANYONE can Learn to be a Charismatic Leader: Six of the Most Critical Behaviors
Be a Beacon of Positivity
Communicate Effectively
Tailor Your Vision
Be Energetic & Enthusiastic
Recognize the Greatness in Others
Use the Charismatic Power of Belief in People
Building a High Performance Team using the Integral FrameworkDavid Mallard
Presentation to the South Pacific & Asia Internal Audit Conference in Melbourne on leveraging the Integral Framework for building a high performance team - (http://www.iia.org.au/sopac/home.aspx)
ROOM 1 - How to Create a High-Performance Culture - By Gian Tu TrungVietnam HR Summit
Please note that this presentation is not to be used for any training, consulting or commercial purposes as its content is copyrighted or belonged to the Vietnam HR Summit Speakers/ relative organizations.
what is gro.team?
what is agile leadership?
Mission Objective Strategy Tactics
the right culture
communication
ways to fail
the agile leadership playbook
why do we do this?
People development and engagement in SME organizations-Perspective sharing Winning Minds Solutions
Unlike large organizations, small size organization lacks structured process in people development and engagement. One of the pain points for most of the small organization is people management.Recently, presented a outline on people development and engagement process to SME 's CEO in one of the CEO forum. The contents were well received by participants with more queries and interaction.Hope you enjoy the contents and let me know if you have any queries on this outline.
The Building Blocks Of High Performing OrganisationsKenny Ong
*Key characteristics and capabilities of high-performing organizations
*High performing organisations focus on achieving results and outcomes
*A clear, well articulated, and compelling mission
*Strategic use of partnerships
*Focus on needs of clients and customers
*Strategic management of people
*Steps to foster development of high-performing organisations
The “Course Topics” series from Manage Train Learn and Slide Topics is a collection of over 4000 slides that will help you master a wide range of management and personal development skills. The 202 PowerPoints in this series offer you a complete and in-depth study of each topic. This presentation is on "Cores and Peripheries".
Culture Summit 2019 - Building an Equitable Company at Scale and How "Diversi...Culture Summit
It would be hard to miss that "diversity" is a hot topic in tech, but all of that talk hasn't done much to move the needle over the last few years. What if our language and approach were a part of the problem? Join Atlassian's Global Head of Diversity & Belonging Aubrey Blanche to gain a better understanding of how Atlassian is building a equitable company at scale, and has increased the hiring, representation, and retention of women, underrepresented people of color, and teammates over 40 over the last 4 years.
Learn more at www.culturesummit.co
The way we work has changed forever, and leaders are facing new and unprecedented changes as a result. Is your team ready and equipped to lead your company successfully into the New Normal? Understand whether a Leadership Perception Gap is hampering progress, and the 7 essential qualities leaders need to succeed in today's environment.
https://www.engagementmultiplier.com/leadership
The chief executive role is a tough one to fill. From 2000 to 2013, about a quarter of the CEO departures in the Fortune 500 were involuntary. Senior executives often think about a overwhelming to do list, delivering short term and long term results, and finding and keeping the right talent. This is in addition to developing a cohesive high-performing culture, as well as inspiring and engaging employees. Given the rapid rate of disruption and emerging competitors in sectors previously protected by patents and high entry costs, developing leadership for this unpredictable environment is not only required - it is essential for survival
Building a High Performance Team using the Integral FrameworkDavid Mallard
Presentation to the South Pacific & Asia Internal Audit Conference in Melbourne on leveraging the Integral Framework for building a high performance team - (http://www.iia.org.au/sopac/home.aspx)
ROOM 1 - How to Create a High-Performance Culture - By Gian Tu TrungVietnam HR Summit
Please note that this presentation is not to be used for any training, consulting or commercial purposes as its content is copyrighted or belonged to the Vietnam HR Summit Speakers/ relative organizations.
what is gro.team?
what is agile leadership?
Mission Objective Strategy Tactics
the right culture
communication
ways to fail
the agile leadership playbook
why do we do this?
People development and engagement in SME organizations-Perspective sharing Winning Minds Solutions
Unlike large organizations, small size organization lacks structured process in people development and engagement. One of the pain points for most of the small organization is people management.Recently, presented a outline on people development and engagement process to SME 's CEO in one of the CEO forum. The contents were well received by participants with more queries and interaction.Hope you enjoy the contents and let me know if you have any queries on this outline.
The Building Blocks Of High Performing OrganisationsKenny Ong
*Key characteristics and capabilities of high-performing organizations
*High performing organisations focus on achieving results and outcomes
*A clear, well articulated, and compelling mission
*Strategic use of partnerships
*Focus on needs of clients and customers
*Strategic management of people
*Steps to foster development of high-performing organisations
The “Course Topics” series from Manage Train Learn and Slide Topics is a collection of over 4000 slides that will help you master a wide range of management and personal development skills. The 202 PowerPoints in this series offer you a complete and in-depth study of each topic. This presentation is on "Cores and Peripheries".
Culture Summit 2019 - Building an Equitable Company at Scale and How "Diversi...Culture Summit
It would be hard to miss that "diversity" is a hot topic in tech, but all of that talk hasn't done much to move the needle over the last few years. What if our language and approach were a part of the problem? Join Atlassian's Global Head of Diversity & Belonging Aubrey Blanche to gain a better understanding of how Atlassian is building a equitable company at scale, and has increased the hiring, representation, and retention of women, underrepresented people of color, and teammates over 40 over the last 4 years.
Learn more at www.culturesummit.co
The way we work has changed forever, and leaders are facing new and unprecedented changes as a result. Is your team ready and equipped to lead your company successfully into the New Normal? Understand whether a Leadership Perception Gap is hampering progress, and the 7 essential qualities leaders need to succeed in today's environment.
https://www.engagementmultiplier.com/leadership
The chief executive role is a tough one to fill. From 2000 to 2013, about a quarter of the CEO departures in the Fortune 500 were involuntary. Senior executives often think about a overwhelming to do list, delivering short term and long term results, and finding and keeping the right talent. This is in addition to developing a cohesive high-performing culture, as well as inspiring and engaging employees. Given the rapid rate of disruption and emerging competitors in sectors previously protected by patents and high entry costs, developing leadership for this unpredictable environment is not only required - it is essential for survival
How Senior Leadership Engage/Disengage in NonprofitsTalentMap
Many Nonprofits eagerly measure employee engagement only to discover that the most important determinant of employee engagement is staff’s perception of the senior leadership team. How do you tell colleagues that “we’re the problem”, and more importantly, how do you address and change leadership behaviours?
Leadership - the changing role of management in an agile world. The world is getting faster, we are moving away from industrial era work to creative and knowledge type work. So far our management practices have not evolved along with us - we have 21st century Innovation on 20th Century technology managed by 19th Century principles of command and control. Is professional management failing - and what do we do instead?
Readalong slides used in the Inspired Leadership information session for potential partners, prospects and clients.
Get in touch: angela.del@inspiredleadership.world
Alain Deniau held this presentation at the 2014 SME Assembly in Naples, Italy: "Dynamic Governance - Public Institutions & SME".
Find out more at:
http://blogs.ec.europa.eu/promotingenterprise/
5 Keys to Social Leadership Development - Webinar 04.23.14BizLibrary
What does leadership even look like today? What are the opportunities for learning and development in our more collaborative and social workplaces? And how can we adapt, move forward and develop leaders well-equipped to thrive in this fast changing world?
www.bizlibrary.com/webinars
This presentation was given by Keith Stopforth to the APM South Wales & West of England branch membership in Bristol on Thursday 10th April 2014.
Keith shared his observations of leadership and leadership development, as well as inviting the audience to share their experiences of what is going on in their business or industry today. This presentation was suitable for all levels of the project management profession.
The session began by exploring the world of leadership as it is now. Looking at the profound changes in society, commerce, technology and the global economy that are driving change at the fastest pace many leaders have ever known. This set the context for the main focus of the session which looked at leaders and how they can survive and thrive in this new world.
Keith focussed on four key areas that he believes are central requirements for 21st century leaders to master:
Authenticity
Resilience
Networked
Learning Agility
For this session Keith referred to leaders at all levels and for those who have to lead without authority - such as project leaders. Often they have to influence and negotiate resources with people and this can draw on the four areas above even more intensely.
Projects often involve challenges such as meeting deadlines, building commitment and working with limited resources - perhaps more so for the interim project manager negotiating his/her way around companies with the pressure of tight deadlines. At these times resilience and learning agility are needed even more so.
Keith's style is to facilitate, be slightly provocative and get the audience thinking in groups so that the learning can be shared across the room.
Graduate Leadership and Management Professional Online Training (Picture)Richard Abidemi
A professional certification programme on Graduate Leadership and Management Professional (GLMP) on Employability Skills, Job Readiness and Enterprise Development.
Leadership Beyond Titles: How Development Programs Foster Growth.pptxcapivisgroup
Credentials can be quite significant in the context of leadership and management consulting NC. CEOs, supervisors, team leaders, and managers all have titles that indicate specific responsibilities. True leadership, however, goes far beyond formal positions. Leadership is the capacity to inspire people and push an organization or a group ahead by offering insight and setting an example. Leadership programs play a crucial role in nurturing these characteristics while encouraging development.
Organizational Agility for Sustainable Competitive Advantage in VUCASeta Wicaksana
An Organization has an SCA when it is able to generate more customer value than competitive firms in its industry for the same set of products and service categories and when these other firms are unable to duplicate its effective strategy
At present, the pace of change feels relentless – new technology has changed our working lives beyond recognition and disrupted whole industries.
Many of us like to think that change is rare - we feel like it should be a one-off event, with a beginning and an end. The reality is that change is a constant state - nothing stays the same forever. If this seems daunting, agility is our friend.
Organizations and workers were thrust into a transformational change that left both work and home environments in a state of chaos. The need to understand the impact of the shift from the traditional workplace to a hybrid world provides you with the opportunity to realign and navigate how we work.Traditional work/life balance strategies will need to shift to a more integrated lifestyle to support the hybrid working model.
11 Feb 2021 10:00 am - 11:00 am
As most of us believe AFRICA IS CALLING indeed – it’s bunker down time for our contact centre operations to get better getting right what we do so that it’s portable and transportable across the continent. And that absolutely starts with getting our people ‘right’ first
2020 will be remembered as a somber year when the world changed, right in front of our eyes – week to week, month to month and lockdowns to unlocking. The BPO industry’s response was rapid and the collaboration of various public, private and governmental players was nothing short of noteworthy. It is also the year when South Africa ranked 2nd most favoured offshore destinations of the year. As we come back slowly to the new normal, we need a winning strategy to take us to the next level of service delivery for clients across the world. This will have to be a strategy of taking the South Africa customer experience ‘to the world’ while the world cannot visit (fully) due to the pandemic. This is OUR time.
In-terms of BBBEE Requirements, every company seeking to earn BBBEE Points for Procurement, should establish a Procurement Standard for itself, based on its interpretation of the BBBEE Code and apply that standard to Suppliers.
The Online and Internet Debate - The Film and Publication Bill (The Internet Censorship Bill). This Legislative change threatens to have devastating consequences for the Digital Sectors in SA including the Contact Centre Sector and it is for this reason that the CCMG is hosting an online discussion with Dr Ivor Blumenthal.
Audio of presentation provided in video
As you work to complete your awards entry, keep in mind the Hero’s journey and use the steps as your plan. The deadline is looming but the light at the end of the tunnel is you, the hero, showing the way with your light sabre.
Policy and Criteria for Recognising a Professional Body and Registering a Professional Designation for the Purposes of the National Qualifications Framework Act, Act 67 of 2008
As one of the Shared Services, Learnerships provide valuable BBBEE points.
Join us at an online CCMG Knowledge Sharing Event on understanding & applying 12h as a CCMG EA activity. This information session is for members of the CCMG, who can earn 1 CPD point for attendance.
The CCMG/BPESA Contact Centre Industry Awards are the only industry-wide awards in South Africa. The prestigious professional Awards recognise the best of the best in the industry and set a benchmark for all Contact Centres and individuals to strive towards.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
2. LEADING from the front: Agenda
What IS leadership all about?
Why is leadership SO important?
Understanding the world we live in TODAY
Our industry TODAY
What do we need to do to excel?
Building a leadership culture
Leadership a framework
Our role as leaders
In summary some thoughts to ponder
4. MANAGEMENT
• Planning and budgeting
• Organising and staffing
• Controlling and problem solving
• Makes an organisation run efficiently
• Strong focus on TASK
5. LEADERSHIP
• Creating vision and strategy
• Communicating vision/strategy and getting
buy in
• Motivating action
• Helps an organisation grow, evolve and
adapt to changing circumstances
• Strong focus on PEOPLE
6. Leadership vs. Management
• Leadership is about:
– Creating something new
– Seeing things others don‟t
– Seeing possibility
– Taking risks
– Trusting
– The ability to provide a positive alternative
• Management is about:
– Operating effectively in defined boundaries
– Mitigating risks
– Problem orientated not solution orientated
7. The winning process is:
75-80% Leadership
20-25% management
Not the other way around!
8. One is not right and the other not wrong….
• Because the rate of change is increasing, leadership is a growing part
of managerial work. Far too many people in positions of power still fail
to recognise or acknowledge this most important observation
• Increasingly, those in managerial jobs can be usefully thought of as
people who create agendas filled with plans (the management part) and
visions (the leadership part), as people who develop implementation
capacity networks through well-organised hierarchy (management) and
a complex web of aligned relationships (leadership), and who execute
through both controls (management) and inspiration (leadership)
John P Kotter
9. Why is leadership important?
Understanding the world we live in
today
10. Why is leadership important?
What TOP companies have in common
Leadership at all levels
Self directed teams that “hum”
Inculcating a culture of diversity
Clear performance measures
Capacity to Change
A really effective HR strategy
11. What makes World Class
Call Centres World Class?
Outstanding leadership
Strategy aligned with Corporate
Focus on People Development
Strong Technology support
12. The world we live in TODAY
• Globalisation
– First time ever we‟ve lived in a global world with a
global economy
– Vertical chain of command vs. collaboration across
boundaries
– The world is digital, virtual, mobile and personal
– Information is not power – anyone can get it
– Authority can be challanged
– Barriers of distance, time, wealth can be broken
– Individuals are EMPOWERED
13. Our Industry TODAY
• Self service adoption (online and IVR) has changed the profile of calls
handled „live‟ in a call centre
• Consequently FCR is reducing and AHT increasing
• The front line skill needed to deal with the complexity has shifted from
“productivity agents” to “quality agents”
• Given the increased emphasis on quality, we need to shift our focus
towards efforts to increase staff retention
• More than 60% of frontline staff report that they find their current job
satisfying, but more than 30% of these satisfied staff members are
either neutral or intend to leave their current company within a year
• Improving agents‟ job opportunities (or VISIBLE career pathing)
generates the greatest impact on staff intent to stay ( by up to 49%!)
• Staff motivation and effective coaching are also leading drivers of
intent to stay and have a more significant effect than paying people
more.
14. What do we need to DO to EXCEL?
• Develop a leadership culture in our call centres
• Link our call centre strategy to that of the business
• Implement effective performance management
programmes
• Focus on staff retention policies and programmes
• Develop and grow our people – VISIBLE career pathing
Companies of the future will help employees find their life purpose and
make sure that their work is consistent with and demanding of that purpose
-Martin Rutte, Chicken Soup for the Soul @ work
15. So, how do we this?
A leader is anyone who feels called to make a
contribution. So a leader could be a mother, a
community builder, an artist or a CEO.
Meg Wheatley
16. Developing leadership at all levels
• The KEY to leadership is unlocking the potential in
others
• Leadership is not about power, position, title, how much
money you make – anyone can chose to lead. The key
word is CHOICE
• Anyone in any position can make a difference
• There is dignity in all work
• What happened to you when somebody took a chance
on you?
• Focus all your energy on being the best you can be
NOW.
• Learn as much as possible
• Bring all of yourself to the job
CAPABILITY. COLLABORATION. CHARACTER
17. Leadership: A FRAMEWORK
The FIVE Pillars of Leadership:
VISION
COMMUNICATION
TRUST
EMPOWERMENT
SELF MANAGEMENT
18. Our role as leaders
• Lead don‟t manage
• Asking the right questions is more important that having
all the answers – move beyond SME
• The meaning of work
• Demand the best from your people – I do
• Start a community
• Be part of a learning organisation
• Continuously improve – don‟t stagnate, change before it
becomes necessary
• Bring ALL of yourself to the job - The person at home is
the same person at work
• Have real and honest conversations
• Keep it simple – we are running call centres not putting
people on the moon
• Have FUN – get excited, enthused and energetic
19. Thoughts to ponder …
• We live in a world that wants us to do more with
less
• The only constant is change
• Our only hope is to leverage the people in our
organisations and unleash the talent
• To succeed we need to keep our people
• To do that we need to focus on being leaders
and developing a leadership culture around us
• You can make a difference
The choice to lead is the choice to serve – Peter Senge