Seminar | World Class Contact Center

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Seminar | World Class Contact Center

world_class_2016.pdf

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mån, 24/10/2016 - 09:00 - tis, 25/10/2016 - 17:00
Ref#: SWCCC
Nº of hours:7

Lokal:

Lissabon

Översikt

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.

Agenda

OCTOBER 24th

09:30 Registration
10:00 Introduction, Agenda and Goals
10:30 Leadership; What is it and Why is it Important?
11:30 Refl ections and Networking Coffee-Break
11:45 Core values and Company Culture a Problem or a Possibility?
13:00 Lunch
14:30 Leadership tools, e.g. Situational Leadership
15:15 Leadership tools, e.g. Clear Leadership
16:00 Refl ections and Networking Coffee-Break
16:15 Leadership tools, e.g. Coaching
17:00 Conclusions and End of the Day 1

OCTOBER 25th

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?
10:15 Building a Multi Culture Team - Storytelling
11:30 Refl ections and Networking Coffee-Break
11:45 What to do to Achieve a World Class Contact Center?
13:00 Lunch
14:30 Building the CC Team
15:15 Refl ections and Networking Coffee-Break
15:30 Building the CC Team Continue
16:15 Conclusions, Best Practices and Critical Success Factors
16:45 End of the Day 2

Talare BIO

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, Hydro AS and the lean car company Saab Automobile AB.

Kallmyr’s career within the Contact Center area is versatile. He started up Ericsson’s first 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 all the 8 global existing CC Ericsson had.

Today Mats Kallmyr work as a Interim- and Change Manager in his own company “Capacia” with the vision “Share It Leadership”, i.e. to share good modern leadership to all leaders that are interested in Transformational Leadership.

Kallmyr turned his Contact Center at Ericsson from an average service desk into 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 and his Master studies from York SJ University in UK.

Vem skulle delta

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!

Priset

1 Attendee: 880€
2 Attendees: 1360€ (680€ each attendee)
* Plus VAT rate in force, if applicable.

Special fees for groups ASK US! info@letstalkgroup.com

INFO & REGISTRATIONS
email. info@letstalkgroup.com
phone. +351 217 957 468