DISRUPTION - FROM OBSTACLE TO ADVANTAGE (FREE MASTERCLASS)
In this fast-paced 45-minute session, we'll share six core principles that will help attendees embrace disruption trends and use them to their advantage, minimising the havoc it's reaping on their business, and empowering them to become trailblazers in their industry.
FOSTER AN INNOVATION MINDSET (DisruPtion Series - Workshop 1)
Disruption is happening, and it’s not slowing down. Our ability to respond to the changing demands of our customers, our staff and our market sets us apart from the competition. This half day workshop introduces your team to practical techniques to embed an innovation culture and build resilience in your contact centre.
BUILD YOUR BUSINESS STRATEGY (DisruPtion Series - workshop 2)
Your contact centre strategy is the north star that all business priorities, kpi's, resourcing decisions and initiatives should align to. If you aren't crystal clear where you're headed, how likely is it that you'll get there? In this full day session, we'll dive deep into where you are and where you're headed - then start breaking down the top-line initiatives, resources, skills and people that will get you there.
BUILD YOUR IMPROVEMENT ROADMAP (DisruPtion Series - workshop 3)
Get clarity on your priorities and initiatives for the year ahead. In this full day workshop, we’ll work through a framework and templates to map out your contact centre strategy, plan your initiatives and get you setup for success in 2020!
BUILD YOUR BUSINESS CASE
(DisruPtion Series - workshop 4)
A great idea is just the beginning. Getting buy-in and funding to bring it to life is where the magic happens! In this full day workshop, we’ll step you through a framework to quantify the impact of your contact centre improvement initiative and build a compelling case for gaining support.
CREATE SUCCESSFUL TRANSFORMATION (DisruPtion Series - workshop 5)
Transformation requires two critical elements to be successful - projects to be completed, and people to change. This full day workshop will introduce your team to key concepts of change and project management, provide some practical frameworks and templates to use when deploying contact centre transformations, and the critical steps & signposts to follow to rescue a failing transformation program.