PERSPECTIVES ON LEADERSHIP - CCNG MAGNET PROGRAM INTERVIEW SERIES

For more information contact Lon Hendrickson, Executive Director

719.505.8389, lhendrickson@ccng.com, www.ccng.com

Perspectives on Leadership An interview series with Contact Center Leaders to

explore their perspectives, insights, and experiences on

effective leadership in the contact center environment.

Strong contact center organizations are sustained and

supported by highly-effective leaders and solid

leadership throughout the organization. It doesn’t

happen by accident. Perspectives on Leadership shines a

light on their personal experience as a way to share

knowledge and spread success.

Perspectives on Leadership delivers tightly focused

interviews with top contact center executives and

emerging leaders. Interviews feature CCNG Magnet

Program members and other recognized leaders from throughout the industry. Lon Hendrickson,

Executive Director of the CCNG Magnet Program will host.

Our goal is to educate and inspire through candid, insightful exchange. Interviews will explore leadership

vision and philosophies along with how these elements impact the people and performance of their

organizations. A structured set of questions will be previewed by interviewees to facilitate well-

developed answers as a foundation for the interview. (See reverse side for details) The format features:

• One-on-One interviews

• Q & A format

• 15-20 minute segments

Interviews are performed by phone and recorded as webcasts. They are available to colleagues as on-

demand webcast via the CCNG Webcast Channel, and may be transcribed for the Celebrating Contact

Center Excellence blog. Each interview includes a short overview of the participant’s contact center

environment(s) and his or her professional background.

About The Magnet Program

The CCNG Magnet Program is an exclusive Professional Peer Network (PPN) for contact center

executives and leaders. Through the Magnet Program you become part of an executive network that

shares best practice insights and experience with peers from top contact center organizations

throughout the industry. It is a unique extension of the CCNG mission to connect colleagues throughout

the industry. Magnet Program members actively seek to share experience and spread success.

PERSPECTIVES ON LEADERSHIP - CCNG MAGNET PROGRAM INTERVIEW SERIES

For more information contact Lon Hendrickson, Executive Director

719.505.8389, lhendrickson@ccng.com, www.ccng.com

Interview Components

An overview of your professional experience

An overview of your contact center organization

• Contact Center location(s)

• Hours of operation

• Customer profile

• Number of contact center employees

• Services offered

• Channels supported

• Key strengths

Interview Questions:

Five or six core interview questions will be established from the following list. Additional

questions may develop from the answers given.

1. How would you describe your approach to leadership?

2. Talk about some of the different leadership styles you’ve experienced and how they have

influenced you.

3. What are the most important decisions you make as a leader of your organization?

4. How does your leadership style manifest itself in the roles, activity and performance of the

contact center organization? What revealing examples can you share?

5. What’s the most important thing about leadership you’ve learned from others? What’s the

greatest leadership lesson you’ve learned through your own personal experience?

6. If you could teach one thing about "leadership that drives excellence" to all new employees,

what would it be?

7. What is the one characteristic you believe every leader should possess? Why is it so

important?

8. What are you doing to ensure you continue to grow and develop as a leader? What insights

have you gained about your talents and strengths?

9. What’s your greatest challenge in sustaining or advancing your approach to leadership?

Teaching/transferring? Corporate support? Conflicts in corporate culture? Time constraints?

Diverse employee background? Something else?

10. How will the next generation of leaders in your organization differ from the current leaders?