Finalist name: : Andrés MartinezCategory: Best Contact Center Executive

/ Director

Roadmap to success- Strategy- Focus- Goals and metrics- Set of tools

Life is a race- Only the best can be a winner- Are You ready to compete?- Is your CC ready to compete?

Strategy

1. Create a strategy to win2. Focus on what is important vs. urgent3. Set goals and metrics for performance (dashboard is critical)

Strategy

Strategies

- Change the mindset of your team- Impossible takes only more time

Strategies

Focus

If you lose the target, the team will lose the results

Focus- Provide to employees clear expectations about their role

- Practice to achieve excellence

Focus

Follow the advances of the employees, to make sure final results will be as expected

Goals and Metrics

Create a vision and goals to achieve in a reasonable time, its a key factor to succeed

Mindset of key people

Leadership – Feedback - flawless execution

The real difference is execution!!

Create a basic set of tools

Basic set of tools

Create a set of goals and communicate those (leader)

1

Create a dashboard by area to track it (Daily)

2

Improve the communications with team members (Daily)

3

Constant feedback about their performance (Weekly)

4

Align reporting systems to follow performance of the employees

5

Provide training on what are the basic needs of employees to

improve results

6

Once we achieve goals, CELEBRATE!!!

Always…

Take time to celebrate

Create new set of goals

THANK YOU!

Finalist name: : Andrés MartinezCategory: Best Contact Center Executive

/ Director