With over 40 years as a contact center professional and 26 years as an industry consultant, the focus of my work has been to help organizations improve performance, increase customer satisfaction and/or sales, and decrease expenses. I have been recognized as a leader, a developer of personnel, and an effective resource at establishing collaborative relationships with clients, co-workers and external partners.Starting in 2023 I will be shifting the focus of my ongoing efforts from organizational consulting to leadership development coaching. I am still available to perform Contact Center Operational Reviews and Assessments and Vendor Management consultative services. However, my work over the past number of years has led me to identify, within the contact center industry, a need for effective leadership development coaching especially at the supervisory level. As a result, I have developed a very comprehensive Contact Center Supervisory Leadership Development Coaching Program. This program provides supervisors with a resource to coach them on ways to improve individual and team performance and expose them to the interpersonal skills requiring development in order to be an effective leader now and in the future. The Supervisory Leadership Development Coaching Program focuses on the development of supervisors as team leaders. Observations have shown that supervisors for various reasons hinder the performance of their teams due to their lack of knowledge and skills. Our program helps the supervisor identify their weaknesses, establishes coaching goals, works with them to enhance their operational / KPI knowledge, strengthen their interpersonal interactions, and improve their team’s performance. The organization benefits through increased supervisor and representative job satisfaction, which leads to improved employee retention, and better performance resulting in increased customer satisfaction and/or sales.
Listed skills include Vendor Management, Call Centers, Outsourcing, Management, and 33 others.
