Morning Workshop (9:30-12:00)

Leadership Strategies: Things You Must Know to Survive

In today's challenging business climate, companies are turning to proven leaders to develop new strategies and organizational initiatives. A rapidly changing workplace calls for new ways to work and lead. The effective leader will have developed new skills and talents for managing continuous change while balancing accountability. In this session, participants will examine the practical skills necessary to be an effective
leader in today’s workplace

• How to identify the difference between administration, management and leadership
• The key elements of influence
• The definition of what it takes to be a leader

Ruby Newell-Legner, CSP
President
RUBYSPEAKS, INC.

Afternoon Workshop (1:30-4:00)

5 Ways to Create a Culture Revolution in Your Center

Successful contact centers have a culture built on relationships – both with employees and customers. Leaders understand that the frontline manager holds the key to effective frontline employees. Good technology and effective processes may set up success, but people are the market differentiator. Recent research shows that a 65% of people who leave a job don’t leave the company but leave their manager. People will often stay with a tough job if the relationship with their manager is strong. Come learn how to create a people-centric culture that creates “happier” employees and a much better customer experience.

• A new way to interact with employees at every level: Learn the Management WEAVE™ that has been implemented in centers across America.
• A more effective way to coach employees at every level: Learn how to change behavior using the calibractionCoaching ™ method.
• How to LOVE your people – and them to love your customers.

Bob Furniss
President
TOUCHPOINT ASSOCIATES, INC.