World Class Contact Center by Mats Kallmyr - International Seminar

Lisbon, 5th - 6th of April 2011. Venue: Hotel Tivoli Oriente, Parque das Nações.

Leader is a profession. Not a reward for long and faithful service. It is a function which is crucial for business competitiveness.

Developing leadership is as given on the agenda as to continuously improve sales and streamline processes.

Many managers repeat past successfully conduct the new situations without considering if it requires a completely different behavior.

Many managers believe that they need to provide all the answers themselves and forget away to take advantage of employees and the power of their motivation.

A good leader sees the connection between people, activities and achievements.

A good leader motivates employees and requires the collective effort the focus of the company’s best interests.

A good leader sees the big picture and contributes to a positive development climate as evidenced by improved business.

Who should attend

Contact Center-, Call Center, Service Center- Managers that want to reach the next level of leadership skills, and want to start to build / accelerate a high performance team!

What you will learn

This seminar will give you the confidence, skills and management tools to effectively handle and ensure sufficient resources for your Contact Center, and enable you to:

• Idealized influence (charisma): Leaders display conviction; emphasizes trust, take a stand on difficult issues, presents the values they believe are most important, and stresses the importance of intentions and commitment as well as the ethical implications of various decisions.
  Inspirational motivation; The leader expresses an appealing vision, challenging employees to set high standards, talk optimistically with enthusiasm and give encouragement and meaningful explanations of what needs to be done.
• Intellectual stimulation; The leader of questioning old assumptions, traditions and beliefs, encouraging others to seek new perspectives and new ways of doing things, encourage employees to come forward with ideas and their justifications.
• Personal care; The leader treats others as individuals, taking into account their personal needs, abilities and desires; listen attentively promote their development, give advice, teach, tutor.
• This is the concentrate of the developmental leadership; Personal characteristics of leaders are developing self-confidence, determination, understanding of employee needs and freedom from internal conflict.

agenda

DAY 1

09:30 Registration

10:00 Introduction, Agenda and Goals

10:30 Leadership; What is it and Why is it Important?
History of Leadership
Examples of a different leadership styles
Question: Is it important to know what you want?

11:30 Reflections and Networking Coffee-Break

11:45 Core values and Company Culture a Problem or a Possibility?
Case Study: Saab Automobile AB –Automotive Company
Case Study: IKEA – Furniture Company

13:00 Lunch

14:30 Leadership tools, e.g. Situational Leadership
Method, theorize and experiencesExercise: Training in Situational Leadership

15:15 Leadership tools, e.g. Clear Leadership
Method, theorize and experiences
Exer cise: Training in Clear Leadership

16:00 Reflections and Networking Coffee-Break

16:15 Leadership tools, e.g. Coaching
Method, theorize and experiences
Exercise: Training in Coaching

17:00 Conclusions and End of the Day 1

DAY 2

9:15 Summary of Day 1 and Agenda for Day 2

9:30 What is the Requirement of a Leader for a World Class CC?
Leading the new generation?
Exercise: Impact of High Performance Team on the Organization

10:15 Building a Multi Culture Team - Storytelling
Case study: LM Ericsson Saudi Arabia, Riyadh

11:30 Reflections and Networking Coffee-Break

11:45 What to do to Achieve a World Class Contact Center?
Process: What are the success factors?
Employees: Motivated and engaged?
Generation Y - Conclusions, Recommendations and Actions

13:00 Lunch

14:30 Building the CC Team
Case study: Ericsson Contact Center Stockholm
Exercise: The first steps starts in; Hiring, On-boarding, Training, Development, Mobility, Engagement and Retention.

15:15 Reflections and Networking Coffee-Break

15:30 Building the CC Team Continue
How do we create value added? (Value Creation and Savings via Development projects)

16:15 Conclusions, Best Practices and Critical Success Factors
Exercise: Define your existing positions and then your wanted position.

16:45 End of the Day 2

let'stalk SPEAKER: MATS KALLMYR
 

Mats Kallmyr is a leader, manager and coach with a wide experience. He has held several high profile leadership positions including manager posts at Ericsson AB, ST-Ericsson AB, Saab Automobile AB and Hydro AS.
Kallmyr’s career within the Contact Center area is versatile. He started up Ericsson’s internal Contact Center 2001 and been the Manager of Ericsson’s largest Contact Center (CC) during the years 2006-2009. During this time this CC was rated the highest performance CC of the 8 existing CC Ericsson has.

Beside the ordinary assignments, Mats Kallmyr has also created his own company “SweAsia Trading & Consulting” (STC) with the vision “Share It Leadership”, i.e. to share good leadership to all leaders that are interested in Transformational Leadership.

Kallmyr turned his Contact Center at Ericsson from an average service desk to a Center in World class with highly motivated people! Several people from Kallmyr’s staff that continued their carriers from CC Stockholm got very high quality and important jobs later on.

Kallmyr is an acknowledged lecturer on the management of Contact Centers. He has consulted and presented his ideas at seminars through Sweden and Europe.

As a speaker Kallmyr is engaging – he is challenging, dynamic, motivating and full of learning based upon his experiences. 

DATE & VENUE

5th - 6th of April 2011
Hotel Tivoli Oriente, Parque das Nações, Lisbon
 

CORPORATE SPECIAL PRICES
 

Nº Participantes       Valor € (+ VAT)
           1                        1.370,00
           2                        1.780,00
           3                        2.130,00
           4                        2.430,00
           5                        2.680,00
           6                        2.880,00
 

* The fees include lunch, coffee breaks, comprehensive training materials and a participation certificate.

DOWNLOAD PDF - World Class Contact Center by Mats Kallmyr, 5 - 6 April 2011, Hotel Tivoli Oriente

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For further information, please contact us by email: info@letstalkgroup.com or call us to +351 217 957 468