leveraging existing resources for success

1 ASSESSMENT | SALES | LEADERSHIP | MANAGEMENT | PROJECT MANAGEMENT | MEASUREMENT Copyright ©2008 LSA Global All Rights Reserved. www.LSAGlobal.com 800.889.6452

Leveraging Staff Competencies to Maximize ROI

June 2, 2009 ICMI Contact Center Management Conference

Anne Slough & Matt Richter Senior Account Consultant 919.779.0003 [email protected]

2 Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.

Agenda

 Introductions –  LSA Global/Anne Slough –  Thiagi/Matt Richter –  Participants

 “Hello”  Contact Center Landscape/Trends  Roadmap for Success  Q&A


LSA Global Overview

•  Founded in 1995 •  Headquartered in Santa Clara, CA •  Partnered with over 500 clients and over 2,500 Solution Experts,

to deliver over 10,000 targeted business solutions, consulting solutions, and learning solutions.

“We believe successful organizations recognize that effective people strategies are an integral component in creating and maintaining a competitive advantage. We help clients build their competitive advantage by understanding their critical business needs and bringing the exact expertise to meet those needs.”


LSA Global Overview

  Sales, Negotiation & Account Planning   Service Skills   Training Measurement & ROI   Leadership   Presentations   Financial Acumen  Change Management   Employee Engagement & Retention   Effective Interviewing & Onboarding   Legal Compliance  Diversity & ESL   Project Management   Strategy & Execution

Core Competencies


“Hello” Activity


Contact Center Landscape/Trends

 More contact points mean better service. Customers have access to a wide variety of communications including mail, telephony, email, fax, chat and web video.

 Outsourcing and Offshoring continue to grow.

  Economic conditions have stymied employee churn and development.

 Customers expect first-call resolution and expect a timely and thorough solution to their problem. In this tighter economy businesses need to make the most of every inquiry and customer service experience.

True or False?


Contact Center Landscape/Trends

 Organizations are expecting to do more or the same, with fewer resources, while continuing to reduce cost. Contact centers are seen as particularly vulnerable to this philosophy.

 Ongoing development and performance of your agent base is becoming more self-directed and decentralized (podcasts, elearning, etc).

 Complexity of products and delivery channels, consumer savvy and an instant access to data push the boundaries of training’s capabilities.

True or False?


Roadmap for Success

 Talent Pools

 Work Environment

 Technology

 Compensation

Four Areas of Focus to Leverage


Talent Pools

 Who’s in your tool box?  What do they want-WIFM?  Why do they want it?  How do you get it to them?  What do you need from

them?

First time in American history that 4 generations are working side-by-side. Generational differences can affect everything, including recruiting, building teams, dealing with change, motivating, managing, and maintaining and increasing productivity.


Talent Pools

Veterans/Silent/Traditionalists 1922-1945

Baby Boomers 1946-1964

Generation X 1965-1980

Generation Y/Millennials/Echo Boomers 1981-2000

Generation Timeline


Talent Pools

Source: Greg Hammill, Director, Intern and Student programs, at Farleigh Dickerson U’s Silbeman College of Business.


Talent Pools


Talent Pools

Activity

–  Get into your small group. –  Segment your workforce into groups based on the

generation profiles. –  List each generation’s strengths and opportunities –  Discuss how you do or can leverage their strengths


Talent Pools

Answer the following questions for each generation:

1)  What are my team’s particular strengths and opportunities, based on each generation?

2)  How can I support each generation in order for them to achieve their goals?

3)  What is the most effective way that I can train or provide the right tools to each generation? (elearning, ILT, blended, self-directed)

4)  What job duties are best suited for each generation? (chat, voice, email)

5)  What product lines are best suited for each generation? (complex, technology driven, simple)

6)  What roles are best suited for each generation? (supervisory, individual contributors, cross-functional)

Activity Continued….


Work Environment


Break=15 minutes


Technology

  Technology remains the best lever for extracting more value from employees and make better use of customer data.

  Although contact centers operate as the front-end of many organizations throughout the world, they will find themselves facing the pinch as companies are seeking to reduce costs fast, while also demanding high service standards within the center.

  Self-Service Environment. Keeping in touch with customers, recognizing them when they contact you and letting them connect to you easily across multiple, integrated channels — is an essential component of any successful contact center.

Landscape Overview


Technology

  Technology either inhibits or enhances your center, based on the technology itself and the strategy the technology is supporting.

  The complexity of technology challenges the modern contact center (workforce management, IVR, Speech, VoIP, Quality Monitoring, etc.)

  Dependency on IT will continue to rise.

  Data security and data integration will continue to challenge contact center capabilities.

Landscape Overview


Technology

Web 1.0: web browser used to access information (Gen X driven) Google, Yahoo, etc.

Web 2.0: component driven that allows for social networking and collaboration to share information and to shape perceptions

(Millennials driven) Linkedin, Facebook, MySpace, Twitter, etc.

And then there’s Web 2.0……


Technology

 Increase customer service (first call resolution)  Increase employee engagement  Increase employee accountability  Increase customer loyalty (wallet share)

Only if web 2.0 supports your companies goals and you can measure it and support it.

Your company’s reputation is defined by others in real time. (Twitter)

Web 2.0 and the Contact Center


Technology

 Get into your small group.   Identify the types of technologies your center currently uses or

houses.   Based on your center’s overall vision, strategy and goals,

explain how technology is either inhibiting or enhancing your ability to achieve your vision/mission/goals.

 Debrief

Activity:


Compensation


Q&A


Leveraging Staff Competencies to Ensure ROI

June 2, 2009 ICMI Contact Center Management Conference

Anne Slough Senior Account Consultant 919.779.0003 [email protected]

leveraging existing resources for success

Documents

service marks

better service

customer service experience

successqa copyright

contact points

contact centers

targeted business solutions

generation x