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Contact Center Leadership Strategies

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Colin Taylor
Colin Taylor

Popular presentation and workshop on creating and maintaining effective Leadership in contact center

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The Taylor Reach Group ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Colin Taylor ,[object Object],[object Object],[object Object]
Agenda ,[object Object],[object Object],[object Object],[object Object]
What is a High Performance Contact Center? ,[object Object],[object Object]
Universal Truths ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Everything is Connected
Everything is Connected ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
‘ Always On’ ,[object Object],[object Object],[object Object],[object Object]
‘ Always On’ ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customers Judge you ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Teams are People Too ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Team Players or Team Builders? ,[object Object],[object Object],[object Object],[object Object]
Hierarchy of Dysfunctions †
Teams ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Technology is a Tool ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Technology is a Tool ,[object Object],[object Object],[object Object],[object Object]
Contract Center Karma ,[object Object],[object Object]
Contact Center Karma ,[object Object],[object Object],[object Object],[object Object]
Call Centre Karma ,[object Object],[object Object],[object Object],[object Object],[object Object]
Measure What Matters ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Measure what Matters ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Leadership Points ,[object Object],[object Object],[object Object],[object Object],[object Object]
So What about Outsourcing ,[object Object],[object Object],[object Object]
Successful Outsourcing ,[object Object],[object Object],[object Object],[object Object],[object Object]
Questions?
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