Leveraging Staff Competencies to Maximize ROI

Leveraging Staff Competencies to
Maximize ROI
June 2, 2009
ICMI Contact Center Management Conference

Anne Slough & Matt Richter
Senior Account Consultant
919.779.0003
ASlough@LSAGlobal.com

ASSESSMENT | SALES | LEADERSHIP | MANAGEMENT | PROJECT MANAGEMENT | MEASUREMENT
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Copyright ©2008 LSA Global All Rights Reserved. www.LSAGlobal.com 800.889.6452

Agenda

 Introductions
–  LSA Global/Anne Slough
–  Thiagi/Matt Richter
–  Participants
 “Hello”
 Contact Center Landscape/Trends
 Roadmap for Success
 Q&A

Copyright ©2008 LSA Global All Rights Reserved. Confidential. All copyrights, trademarks, service marks and product
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names are copyrights, trademarks, service marks, or registered trademarks of LSA Global or its Partners.

LSA Global Overview

•  Founded in 1995
•  Headquartered in Santa Clara, CA
•  Partnered with over 500 clients and over 2,500 Solution Experts,
to deliver over 10,000 targeted business solutions, consulting
solutions, and learning solutions.

“We believe successful organizations recognize that effective people
strategies are an integral component in creating and maintaining a
competitive advantage. We help clients build their competitive advantage
by understanding their critical business needs and bringing the exact
expertise to meet those needs.”

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LSA Global Overview

Core Competencies
  Sales, Negotiation & Account Planning
  Service Skills
  Training Measurement & ROI
  Leadership
  Presentations
  Financial Acumen
  Change Management
  Employee Engagement & Retention
  Effective Interviewing & Onboarding
  Legal Compliance
  Diversity & ESL
  Project Management
  Strategy & Execution

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“Hello” Activity

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Contact Center Landscape/Trends

True or False?

  More contact points mean better service. Customers have
access to a wide variety of communications including mail,
telephony, email, fax, chat and web video.

  Outsourcing and Offshoring continue to grow.

  Economic conditions have stymied employee churn and
development.

  Customers expect first-call resolution and expect a timely and
thorough solution to their problem. In this tighter economy
businesses need to make the most of every inquiry and
customer service experience.

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Contact Center Landscape/Trends

True or False?

  Organizations are expecting to do more or the same, with fewer
resources, while continuing to reduce cost. Contact centers are
seen as particularly vulnerable to this philosophy.

  Ongoing development and performance of your agent base is
becoming more self-directed and decentralized (podcasts,
elearning, etc).

  Complexity of products and delivery channels, consumer savvy
and an instant access to data push the boundaries of training’s
capabilities.

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Roadmap for Success

Four Areas of Focus to Leverage

 Talent Pools

 Work Environment

 Technology

 Compensation

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Talent Pools

First time in American history that 4 generations are
working side-by-side. Generational differences can
affect everything, including recruiting, building teams,
dealing with change, motivating, managing, and
maintaining and increasing productivity.

  Who’s in your tool box?
  What do they want-WIFM?
  Why do they want it?
  How do you get it to them?
  What do you need from
them?

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Talent Pools

Generation Timeline

Veterans/Silent/Traditionalists 1922-1945

Baby Boomers 1946-1964

Generation X 1965-1980

Generation Y/Millennials/Echo Boomers 1981-2000

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Talent Pools

Source: Greg Hammill, Director, Intern and Student programs, at Farleigh Dickerson U’s Silbeman College of Business.
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Talent Pools

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Talent Pools

Activity

–  Get into your small group.
–  Segment your workforce into groups based on the
generation profiles.
–  List each generation’s strengths and opportunities
–  Discuss how you do or can leverage their strengths

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Talent Pools

Activity Continued….

Answer the following questions for each generation:

1)  What are my team’s particular strengths and opportunities, based on
each generation?
2)  How can I support each generation in order for them to achieve their
goals?
3)  What is the most effective way that I can train or provide the right tools
to each generation? (elearning, ILT, blended, self-directed)
4)  What job duties are best suited for each generation? (chat, voice,
email)
5)  What product lines are best suited for each generation? (complex,
technology driven, simple)
6)  What roles are best suited for each generation? (supervisory,
individual contributors, cross-functional)

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Work Environment

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Break=15 minutes

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Technology

Landscape Overview

  Technology remains the best lever for extracting more value
from employees and make better use of customer data.

  Although contact centers operate as the front-end of many
organizations throughout the world, they will find themselves
facing the pinch as companies are seeking to reduce costs fast,
while also demanding high service standards within the center.

  Self-Service Environment. Keeping in touch with customers,
recognizing them when they contact you and letting them
connect to you easily across multiple, integrated channels — is
an essential component of any successful contact center.

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Technology

Landscape Overview

  Technology either inhibits or enhances your center, based on
the technology itself and the strategy the technology is
supporting.

  The complexity of technology challenges the modern contact
center (workforce management, IVR, Speech, VoIP, Quality
Monitoring, etc.)

  Dependency on IT will continue to rise.

  Data security and data integration will continue to challenge
contact center capabilities.
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Technology

And then there’s Web 2.0……

Web 1.0: web browser used to access information
(Gen X driven) Google, Yahoo, etc.

Web 2.0: component driven that allows for social
networking and collaboration to share information
and to shape perceptions
(Millennials driven) Linkedin, Facebook, MySpace,
Twitter, etc.

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Technology

Web 2.0 and the Contact Center

 Increase customer service (first call resolution)
 Increase employee engagement
 Increase employee accountability
 Increase customer loyalty (wallet share)

Only if web 2.0 supports your companies goals and you
can measure it and support it.

Your company’s reputation is defined by others in real
time. (Twitter)

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Technology

Activity:

  Get into your small group.
  Identify the types of technologies your center currently uses or
houses.
  Based on your center’s overall vision, strategy and goals,
explain how technology is either inhibiting or enhancing your
ability to achieve your vision/mission/goals.
  Debrief

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Compensation

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Q&A

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Leveraging Staff Competencies to
Ensure ROI
June 2, 2009
ICMI Contact Center Management Conference

Anne Slough
Senior Account Consultant
919.779.0003
ASlough@LSAGlobal.com

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Leveraging Staff Competencies to Maximize ROI

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