employee engagement with purpose, customer purpose....customer obsessed culture & community...
TRANSCRIPT
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
cxhighperformance.com ©️2020
✓ What does a great leader look like?
✓ Leadership Capability
✓ Employee Engagement
Agenda
cxhighperformance.com ©️2020
✓ What does a great leader look like?
✓ Leadership Capability
✓ Employee Engagement
Agenda
cxhighperformance.com ©️2020
ChangeCustomer
SatisfactionEmployee
EngagementMore for Less
Digital Transformation
Strategic Leader
cxhighperformance.com ©️2020
Customer Experience
EmployeeExperience
ROI Technology
Data Security Legislation
The fourth industrial revolution
Strategic Leader
cxhighperformance.com ©️2020
LEAD ENGAGE
PERFORM CONNECT
Team Managers 4 Imperatives
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
cxhighperformance.com ©️2020
✓ What does a great leader look like?
✓ Leadership Capability
✓ Employee Engagement
Agenda
cxhighperformance.com ©️2020
The Customer Champion
cxhighperformance.com ©️2020
Complexity
cxhighperformance.com ©️2020
Collaboration
cxhighperformance.com ©️2020
Managing Humans & Machines
cxhighperformance.com ©️2020
Remote Working
cxhighperformance.com ©️2020
Community
cxhighperformance.com ©️2020
✓ What does a great leader look like?
✓ Leadership Capability
✓ Employee Engagement
Agenda
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
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
cxhighperformance.com ©️2020
Team Huddles
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
cxhighperformance.com ©️2020
✓ What does a great leader look like?
✓ Leadership Capability
✓ Employee Engagement
Agenda
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…