SlideShare a Scribd company logo
Finalist name: : Andrés Martinez
Category: Best Contact Center Executive
/ Director
Roadmap to success
- Strategy
- Focus
- Goals and metrics
- Set of tools
Life is a race
- Only the best can be a winner
- Are You ready to compete?
- Is your CC ready to compete?
Strategy
1. Create a strategy to win
2. Focus on what is important vs. urgent
3. Set goals and metrics for performance
(dashboard is critical)
Strategy
Strategies
- Change the mindset of your team
- Impossible takes only more time
Strategies
Focus
If you lose the target, the team will lose the results
Focus
- Provide to employees clear expectations
about their role
- Practice to achieve excellence
Focus
Follow the advances of the employees,
to make sure final results will be as expected
Goals and Metrics
Create a vision and goals to achieve
in a reasonable time, its a key factor to succeed
Mindset of key people
Leadership – Feedback - flawless execution
The real difference is
execution!!
Create a basic set of
tools
Basic set of tools
Create a set of goals and
communicate those (leader)
1
Create a dashboard by area to
track it (Daily)
2
Improve the communications
with team members (Daily)
3
Constant feedback about their
performance (Weekly)
4
Align reporting systems to follow
performance of the employees
5
Provide training on what are the
basic needs of employees to
improve results
6
Once we achieve goals, CELEBRATE!!!
Always…
Take time to celebrate
Create new set of goals
THANK YOU!
Finalist name: : Andrés Martinez
Category: Best Contact Center Executive
/ Director

More Related Content

Similar to Roadmap to Success

Pom 3 04012009
Pom 3 04012009Pom 3 04012009
Pom 3 04012009
msq2004
 
Manager's manual rpms
Manager's manual rpmsManager's manual rpms
Manager's manual rpms
Julie Alvero
 
Improving effeectiveness of a Performance management System
Improving effeectiveness of a Performance management SystemImproving effeectiveness of a Performance management System
Improving effeectiveness of a Performance management System
satish.sharma02
 
Organizational Planning And Goal Setting
Organizational Planning And Goal SettingOrganizational Planning And Goal Setting
Organizational Planning And Goal Setting
Sabih Kamran
 
Principles of Management
Principles of ManagementPrinciples of Management
Principles of Management
Muhammad Akram
 
Resultsbasedperformancemanagementsystem rpms-fordeped
Resultsbasedperformancemanagementsystem rpms-fordepedResultsbasedperformancemanagementsystem rpms-fordeped
Resultsbasedperformancemanagementsystem rpms-fordeped
REYBETH RACELIS
 
Results based performance management system for deped
Results based performance management system for depedResults based performance management system for deped
Results based performance management system for deped
Maria Teresa Teñido
 
Results based performance management system rpms- for dep ed
Results based performance management system  rpms- for dep edResults based performance management system  rpms- for dep ed
Results based performance management system rpms- for dep ed
Noel Grey
 
Results based performance management system rpms- for dep ed
Results based performance management system  rpms- for dep edResults based performance management system  rpms- for dep ed
Results based performance management system rpms- for dep ed
Meriam Dualan
 
Result based performance management system rpms- for dep ed
Result based performance management system  rpms- for dep edResult based performance management system  rpms- for dep ed
Result based performance management system rpms- for dep ed
titserchriz Gaid
 
Goal Setting - June 2018.pptx
Goal Setting - June 2018.pptxGoal Setting - June 2018.pptx
Goal Setting - June 2018.pptx
Vu Nguyen
 
Team ScoreCard
Team ScoreCardTeam ScoreCard
Team ScoreCard
rix57
 
TMA TEAM BUILDING BROCHURE-2016
TMA TEAM BUILDING BROCHURE-2016TMA TEAM BUILDING BROCHURE-2016
TMA TEAM BUILDING BROCHURE-2016
Ngure KIMOTHO
 
Team Building F Lussier V1.3 Eng
Team Building F Lussier V1.3 EngTeam Building F Lussier V1.3 Eng
Team Building F Lussier V1.3 Eng
Frederick Lussier
 
Setting the right goals
Setting the right goalsSetting the right goals
Setting the right goals
Mindaugas Jankauskas
 
Business-Strategic-Planning.pptx
Business-Strategic-Planning.pptxBusiness-Strategic-Planning.pptx
Business-Strategic-Planning.pptx
Wilson Delgado
 
Introduction to managment groups g-i - organizational planning and goal set...
Introduction to managment   groups g-i - organizational planning and goal set...Introduction to managment   groups g-i - organizational planning and goal set...
Introduction to managment groups g-i - organizational planning and goal set...
Diego Thomas
 
Systematic approach to training
Systematic approach to trainingSystematic approach to training
Systematic approach to training
Chandan Rout
 
Top performance sales teams
Top performance sales teamsTop performance sales teams
Top performance sales teams
Manfred Kauffmann
 
Planning and monitoring work section 1
Planning and monitoring work section 1Planning and monitoring work section 1
Planning and monitoring work section 1
Khaled Alanzi - 6 Sigma Green Belt
 

Similar to Roadmap to Success (20)

Pom 3 04012009
Pom 3 04012009Pom 3 04012009
Pom 3 04012009
 
Manager's manual rpms
Manager's manual rpmsManager's manual rpms
Manager's manual rpms
 
Improving effeectiveness of a Performance management System
Improving effeectiveness of a Performance management SystemImproving effeectiveness of a Performance management System
Improving effeectiveness of a Performance management System
 
Organizational Planning And Goal Setting
Organizational Planning And Goal SettingOrganizational Planning And Goal Setting
Organizational Planning And Goal Setting
 
Principles of Management
Principles of ManagementPrinciples of Management
Principles of Management
 
Resultsbasedperformancemanagementsystem rpms-fordeped
Resultsbasedperformancemanagementsystem rpms-fordepedResultsbasedperformancemanagementsystem rpms-fordeped
Resultsbasedperformancemanagementsystem rpms-fordeped
 
Results based performance management system for deped
Results based performance management system for depedResults based performance management system for deped
Results based performance management system for deped
 
Results based performance management system rpms- for dep ed
Results based performance management system  rpms- for dep edResults based performance management system  rpms- for dep ed
Results based performance management system rpms- for dep ed
 
Results based performance management system rpms- for dep ed
Results based performance management system  rpms- for dep edResults based performance management system  rpms- for dep ed
Results based performance management system rpms- for dep ed
 
Result based performance management system rpms- for dep ed
Result based performance management system  rpms- for dep edResult based performance management system  rpms- for dep ed
Result based performance management system rpms- for dep ed
 
Goal Setting - June 2018.pptx
Goal Setting - June 2018.pptxGoal Setting - June 2018.pptx
Goal Setting - June 2018.pptx
 
Team ScoreCard
Team ScoreCardTeam ScoreCard
Team ScoreCard
 
TMA TEAM BUILDING BROCHURE-2016
TMA TEAM BUILDING BROCHURE-2016TMA TEAM BUILDING BROCHURE-2016
TMA TEAM BUILDING BROCHURE-2016
 
Team Building F Lussier V1.3 Eng
Team Building F Lussier V1.3 EngTeam Building F Lussier V1.3 Eng
Team Building F Lussier V1.3 Eng
 
Setting the right goals
Setting the right goalsSetting the right goals
Setting the right goals
 
Business-Strategic-Planning.pptx
Business-Strategic-Planning.pptxBusiness-Strategic-Planning.pptx
Business-Strategic-Planning.pptx
 
Introduction to managment groups g-i - organizational planning and goal set...
Introduction to managment   groups g-i - organizational planning and goal set...Introduction to managment   groups g-i - organizational planning and goal set...
Introduction to managment groups g-i - organizational planning and goal set...
 
Systematic approach to training
Systematic approach to trainingSystematic approach to training
Systematic approach to training
 
Top performance sales teams
Top performance sales teamsTop performance sales teams
Top performance sales teams
 
Planning and monitoring work section 1
Planning and monitoring work section 1Planning and monitoring work section 1
Planning and monitoring work section 1
 

Recently uploaded

Efficient PHP Development Solutions for Dynamic Web Applications
Efficient PHP Development Solutions for Dynamic Web ApplicationsEfficient PHP Development Solutions for Dynamic Web Applications
Efficient PHP Development Solutions for Dynamic Web Applications
Harwinder Singh
 
GKohler - Retail Scavenger Hunt Presentation
GKohler - Retail Scavenger Hunt PresentationGKohler - Retail Scavenger Hunt Presentation
GKohler - Retail Scavenger Hunt Presentation
GraceKohler1
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results
 
The Most Inspiring Entrepreneurs to Follow in 2024.pdf
The Most Inspiring Entrepreneurs to Follow in 2024.pdfThe Most Inspiring Entrepreneurs to Follow in 2024.pdf
The Most Inspiring Entrepreneurs to Follow in 2024.pdf
thesiliconleaders
 
The latest Heat Pump Manual from Newentide
The latest Heat Pump Manual from NewentideThe latest Heat Pump Manual from Newentide
The latest Heat Pump Manual from Newentide
JoeYangGreatMachiner
 
The Steadfast and Reliable Bull: Taurus Zodiac Sign
The Steadfast and Reliable Bull: Taurus Zodiac SignThe Steadfast and Reliable Bull: Taurus Zodiac Sign
The Steadfast and Reliable Bull: Taurus Zodiac Sign
my Pandit
 
1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf
1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf
1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf
ISONIKELtd
 
欧洲杯赌球-欧洲杯赌球买球官方官网-欧洲杯赌球比赛投注官网|【​网址​🎉ac55.net🎉​】
欧洲杯赌球-欧洲杯赌球买球官方官网-欧洲杯赌球比赛投注官网|【​网址​🎉ac55.net🎉​】欧洲杯赌球-欧洲杯赌球买球官方官网-欧洲杯赌球比赛投注官网|【​网址​🎉ac55.net🎉​】
欧洲杯赌球-欧洲杯赌球买球官方官网-欧洲杯赌球比赛投注官网|【​网址​🎉ac55.net🎉​】
valvereliz227
 
DearbornMusic-KatherineJasperFullSailUni
DearbornMusic-KatherineJasperFullSailUniDearbornMusic-KatherineJasperFullSailUni
DearbornMusic-KatherineJasperFullSailUni
katiejasper96
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results
 
Kalyan chart 6366249026 India satta Matta Matka 143 jodi fix
Kalyan chart 6366249026 India satta Matta Matka 143 jodi fixKalyan chart 6366249026 India satta Matta Matka 143 jodi fix
Kalyan chart 6366249026 India satta Matta Matka 143 jodi fix
satta Matta matka 143 Kalyan chart jodi 6366249026
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results
 
PM Surya Ghar Muft Bijli Yojana: Online Application, Eligibility, Subsidies &...
PM Surya Ghar Muft Bijli Yojana: Online Application, Eligibility, Subsidies &...PM Surya Ghar Muft Bijli Yojana: Online Application, Eligibility, Subsidies &...
PM Surya Ghar Muft Bijli Yojana: Online Application, Eligibility, Subsidies &...
Ksquare Energy Pvt. Ltd.
 
AI Transformation Playbook: Thinking AI-First for Your Business
AI Transformation Playbook: Thinking AI-First for Your BusinessAI Transformation Playbook: Thinking AI-First for Your Business
AI Transformation Playbook: Thinking AI-First for Your Business
Arijit Dutta
 
list of states and organizations .pdf
list of  states  and  organizations .pdflist of  states  and  organizations .pdf
list of states and organizations .pdf
Rbc Rbcua
 
1Q24_HYUNDAI CAPITAL SERVICES INC. AND SUBSIDIARIES
1Q24_HYUNDAI CAPITAL SERVICES INC. AND SUBSIDIARIES1Q24_HYUNDAI CAPITAL SERVICES INC. AND SUBSIDIARIES
1Q24_HYUNDAI CAPITAL SERVICES INC. AND SUBSIDIARIES
irhcs
 
Registered-Establishment-List-in-Uttarakhand-pdf.pdf
Registered-Establishment-List-in-Uttarakhand-pdf.pdfRegistered-Establishment-List-in-Uttarakhand-pdf.pdf
Registered-Establishment-List-in-Uttarakhand-pdf.pdf
dazzjoker
 
Lukas Rycek - GreenChemForCE - project structure.pptx
Lukas Rycek - GreenChemForCE - project structure.pptxLukas Rycek - GreenChemForCE - project structure.pptx
Lukas Rycek - GreenChemForCE - project structure.pptx
pavelborek
 
Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...
Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...
Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...
IPLTech Electric
 
Kirill Klip GEM Royalty TNR Gold Copper Presentation
Kirill Klip GEM Royalty TNR Gold Copper PresentationKirill Klip GEM Royalty TNR Gold Copper Presentation
Kirill Klip GEM Royalty TNR Gold Copper Presentation
Kirill Klip
 

Recently uploaded (20)

Efficient PHP Development Solutions for Dynamic Web Applications
Efficient PHP Development Solutions for Dynamic Web ApplicationsEfficient PHP Development Solutions for Dynamic Web Applications
Efficient PHP Development Solutions for Dynamic Web Applications
 
GKohler - Retail Scavenger Hunt Presentation
GKohler - Retail Scavenger Hunt PresentationGKohler - Retail Scavenger Hunt Presentation
GKohler - Retail Scavenger Hunt Presentation
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
 
The Most Inspiring Entrepreneurs to Follow in 2024.pdf
The Most Inspiring Entrepreneurs to Follow in 2024.pdfThe Most Inspiring Entrepreneurs to Follow in 2024.pdf
The Most Inspiring Entrepreneurs to Follow in 2024.pdf
 
The latest Heat Pump Manual from Newentide
The latest Heat Pump Manual from NewentideThe latest Heat Pump Manual from Newentide
The latest Heat Pump Manual from Newentide
 
The Steadfast and Reliable Bull: Taurus Zodiac Sign
The Steadfast and Reliable Bull: Taurus Zodiac SignThe Steadfast and Reliable Bull: Taurus Zodiac Sign
The Steadfast and Reliable Bull: Taurus Zodiac Sign
 
1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf
1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf
1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf
 
欧洲杯赌球-欧洲杯赌球买球官方官网-欧洲杯赌球比赛投注官网|【​网址​🎉ac55.net🎉​】
欧洲杯赌球-欧洲杯赌球买球官方官网-欧洲杯赌球比赛投注官网|【​网址​🎉ac55.net🎉​】欧洲杯赌球-欧洲杯赌球买球官方官网-欧洲杯赌球比赛投注官网|【​网址​🎉ac55.net🎉​】
欧洲杯赌球-欧洲杯赌球买球官方官网-欧洲杯赌球比赛投注官网|【​网址​🎉ac55.net🎉​】
 
DearbornMusic-KatherineJasperFullSailUni
DearbornMusic-KatherineJasperFullSailUniDearbornMusic-KatherineJasperFullSailUni
DearbornMusic-KatherineJasperFullSailUni
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
 
Kalyan chart 6366249026 India satta Matta Matka 143 jodi fix
Kalyan chart 6366249026 India satta Matta Matka 143 jodi fixKalyan chart 6366249026 India satta Matta Matka 143 jodi fix
Kalyan chart 6366249026 India satta Matta Matka 143 jodi fix
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
 
PM Surya Ghar Muft Bijli Yojana: Online Application, Eligibility, Subsidies &...
PM Surya Ghar Muft Bijli Yojana: Online Application, Eligibility, Subsidies &...PM Surya Ghar Muft Bijli Yojana: Online Application, Eligibility, Subsidies &...
PM Surya Ghar Muft Bijli Yojana: Online Application, Eligibility, Subsidies &...
 
AI Transformation Playbook: Thinking AI-First for Your Business
AI Transformation Playbook: Thinking AI-First for Your BusinessAI Transformation Playbook: Thinking AI-First for Your Business
AI Transformation Playbook: Thinking AI-First for Your Business
 
list of states and organizations .pdf
list of  states  and  organizations .pdflist of  states  and  organizations .pdf
list of states and organizations .pdf
 
1Q24_HYUNDAI CAPITAL SERVICES INC. AND SUBSIDIARIES
1Q24_HYUNDAI CAPITAL SERVICES INC. AND SUBSIDIARIES1Q24_HYUNDAI CAPITAL SERVICES INC. AND SUBSIDIARIES
1Q24_HYUNDAI CAPITAL SERVICES INC. AND SUBSIDIARIES
 
Registered-Establishment-List-in-Uttarakhand-pdf.pdf
Registered-Establishment-List-in-Uttarakhand-pdf.pdfRegistered-Establishment-List-in-Uttarakhand-pdf.pdf
Registered-Establishment-List-in-Uttarakhand-pdf.pdf
 
Lukas Rycek - GreenChemForCE - project structure.pptx
Lukas Rycek - GreenChemForCE - project structure.pptxLukas Rycek - GreenChemForCE - project structure.pptx
Lukas Rycek - GreenChemForCE - project structure.pptx
 
Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...
Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...
Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...
 
Kirill Klip GEM Royalty TNR Gold Copper Presentation
Kirill Klip GEM Royalty TNR Gold Copper PresentationKirill Klip GEM Royalty TNR Gold Copper Presentation
Kirill Klip GEM Royalty TNR Gold Copper Presentation
 

Roadmap to Success