employee engagement with purpose, customer purpose....customer obsessed culture & community...

cxhighperformance.com ©️2020

Employee Engagement with

purpose, Customer purpose.

Natalie

Calvert

The New Thinking Behind Great Contact Centre Leadership

Natalie Calvert

natalie@cxhighperformance.com

+ 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…