creating engaged and empowered agents · employees are pushing for continuous skill development and...
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Creating engaged and empowered agents
Carolyn Blunt FCIPD
April 2018
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Nice to meet you
▪ Managing Director Ember Real Results.
▪ 15 years contact centre operational and L&D experience.
▪ Leading award-winning performance improvement projects for clients focusing on people skills.
▪ Using the latest digital L&D approaches and thinking.
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Customer Engagement Consulting
Delivering Change & Transformation
Executive Search & Recruitment
Insight & Analytics
Learning, Training & Development
About Ember:We are a business services group providing specialist management consultancy, analytics, training and executive search.
Our purpose: We’re joined by a shared ethos, of doing the right thing for our clients, and a shared focus on the customer experience and how to improve it – with the end goal of increasing value for our clients.
What we deliver: We help you maximise the value from your customer engagement initiatives.
Ember GroupWe’re the customer engagement & CX specialists
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Where are you starting from?What do your people say engages them?
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Learning Opportunities
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Learning Opportunities
▪ Employees are pushing for continuous skill
development and dynamic careers.
▪ The ability to learn and progress is now the
primary driver of a company’s employment
brand.
▪ Only 1/3 of Millennials believe their
organization are using their skills well.
▪ 42% say they are likely to leave because
they are not learning fast enough.
Source: Deloitte 2017
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Micro-learning –minutes at a time.
Digital learning, content curated and pushed or self-directed.
Social learning.
Dedicated learning ‘zones’.
Gamified, rewarded learning.
Clear learner pathways and resources available to address ‘gaps’.
Peer-to-peer coaching, self assessments. Real-time feedback.
Modern Learning Opportunity
in a CC?
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Reward & Recognition
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1.
What reward and recognition can I effect
in a CC?
1. Positive reinforcement- specific, public, private, individual & team. What is the impact of what they have done well?
2. Sharing best practice – how you dealt with that difficult customer was outstanding, let’s post the link to the recording on Yammer so others can listen to how you did it.
3. Non-financial rewards –early finishes, inexpensive gifts, certificates, awards, learning opportunities.
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Leadership
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What can I do as a leader
in a CC?
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Engaging Leadership▪ Listen and coach.
▪ Don’t spoon feed the answers.
▪ Ask what motivates them?
▪ Be human, be authentic.
▪ Be visible and involved.
▪ Be consistent –use data not just opinions.
▪ Delegate and empower. Trust, no blame.
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Not an arse
Get shit done
Know how to have fun
Dream big
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020 7871 9797
GIVE US A CALL
LET’S GET DIGITAL
60 Trafalgar Square
London WC2N 5DS
HEAD OFFICE ADDRESS
T: @realresults101
L: linkedin/company/ember-real-results
W: www.emberrealresults.com
© 2018 The Ember Group
THANK YOU
07775 734858
ATTENDEE OFFER –For a FREE cheat sheet on REWARD & RECOGNITION
email:[email protected]