employee engagement with purpose, customer purpose....customer obsessed culture & community...
TRANSCRIPT
![Page 1: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/1.jpg)
cxhighperformance.com ©️2020
Employee Engagement with
purpose, Customer purpose.
Natalie
Calvert
The New Thinking Behind Great Contact Centre Leadership
Natalie Calvert
+ 44 (0) 7785 228844
![Page 2: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/2.jpg)
cxhighperformance.com ©️2020
✓ What does a great leader look like?
✓ Leadership Capability
✓ Employee Engagement
Agenda
![Page 3: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/3.jpg)
cxhighperformance.com ©️2020
✓ What does a great leader look like?
✓ Leadership Capability
✓ Employee Engagement
Agenda
![Page 4: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/4.jpg)
cxhighperformance.com ©️2020
ChangeCustomer
SatisfactionEmployee
EngagementMore for Less
Digital Transformation
Strategic Leader
![Page 5: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/5.jpg)
cxhighperformance.com ©️2020
Customer Experience
EmployeeExperience
ROI Technology
Data Security Legislation
The fourth industrial revolution
Strategic Leader
![Page 6: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/6.jpg)
cxhighperformance.com ©️2020
LEAD ENGAGE
PERFORM CONNECT
Team Managers 4 Imperatives
![Page 7: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/7.jpg)
cxhighperformance.com ©️2020
Team Leaders Key Responsibilities
LEAD
The Engine Room
Governance & Standards
Planning
Projects
Self Management
ENGAGE
RTM
Huddles
121’s
Coach & Train
Comms
PERFORM
Targets / KPI's
Resource Management
Plan & Forecast & Track
Performance Improvement
Report
CONNECT
Key departments
3rd Parties
Pan organisation
Stakeholder Management
![Page 8: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/8.jpg)
cxhighperformance.com ©️2020
✓ What does a great leader look like?
✓ Leadership Capability
✓ Employee Engagement
Agenda
![Page 9: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/9.jpg)
cxhighperformance.com ©️2020
The Customer Champion
![Page 10: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/10.jpg)
cxhighperformance.com ©️2020
Complexity
![Page 11: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/11.jpg)
cxhighperformance.com ©️2020
Collaboration
![Page 12: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/12.jpg)
cxhighperformance.com ©️2020
Managing Humans & Machines
![Page 13: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/13.jpg)
cxhighperformance.com ©️2020
Remote Working
![Page 14: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/14.jpg)
cxhighperformance.com ©️2020
Community
![Page 15: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/15.jpg)
cxhighperformance.com ©️2020
✓ What does a great leader look like?
✓ Leadership Capability
✓ Employee Engagement
Agenda
![Page 16: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/16.jpg)
cxhighperformance.com ©️2020
Customer Obsessed
Culture & Community
Purpose
Performance Improvement
Structured Development
Reward & Recognition
THECUSTOMER
The CX Employee Engagement ModelTM
A proven model for employee
engagement that link to CX and
business performance
Six quantifiable dimensions
provide a complete view of the
organisational CX engagement
and capability based on 45
integral indicators
![Page 17: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/17.jpg)
cxhighperformance.com ©️2020
Team Leaders Key Responsibilities
LEAD
The Engine Room
Governance & Standards
Planning
Projects
Self Management
ENGAGE
RTM
Huddles
121’s
Coach & Train
Comms
PERFORM
Targets / KPI's
Resource Management
Plan & Forecast & Track
Performance Improvement
Report
CONNECT
Key departments
3rd Parties
Pan organisation
Stakeholder Management
![Page 18: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/18.jpg)
cxhighperformance.com ©️2020
Team Huddles
![Page 19: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/19.jpg)
cxhighperformance.com ©️2020
Team Huddles
Avoid Successful Team Huddles
X Discussion/problem solving ✓ Engagement/purpose
X A meeting ✓ Briefing 2-15 mins
X Sit down ✓ Stand up
X Around a desk ✓ Away at a board
X Adhoc ✓ Set day, time, place
X Slow ✓ Pace, energy and inspire
![Page 20: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/20.jpg)
cxhighperformance.com ©️2020
✓ What does a great leader look like?
✓ Leadership Capability
✓ Employee Engagement
Agenda
![Page 21: Employee Engagement with purpose, Customer purpose....Customer Obsessed Culture & Community Purpose Performance Improvement Structured Development Reward & Recognition THE CUSTOMER](https://reader033.vdocuments.site/reader033/viewer/2022052017/60305ca1667d4153c221db0c/html5/thumbnails/21.jpg)
cxhighperformance.com ©️2020
1. Deliver EASY huddles
2. Lead, Engage, Perform & Connect, daily
3. Build community – look outside and inside
4. Seek engagement opportunities
5. Start an Employee Journey Mapping programme
Remember…