Roadmap to Success
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Transcript of Roadmap to Success
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