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Become the CEO
An Employee Excitement Strategy
Cathy Honor
Senior Vice President, Global Contact Centres RBC
Agenda
1. Case Study – RBC Advice Centre
2. Leadership Formula
3. Become the CEO - Leadership Secret 7 List
1
1. Case Study
3
Employee Excitement Strategy: “Attract, Develop, Excite and Retain the best people in the industry”
2013 Contact Centre Challenges
1. First year turnover almost 70%
2. High Short Term Disability Rates
3. Long Training yet No “Expert
Advisors”
4. Employee Engagement Flat
5. Lost Leadership in Customer
Experience
6. Negative Sales Growth
2
Employee Excitement
Increase EOS Scores
Goals
Start of Project:
71.4%
Today:
Start of Project:
<1% (3)
Today:
Start of Project:
~10 months
Today:
Start of
Project: 9.9%
Today:
$$ Cost MM
Reduce Attrition Reduce
STIP/Absences Improve time to
Proficiency
Increase # of
Experts (Senior
Advisors)
$$ Revenue MM
1. Case Study: Shared Accountability & Goals
I have a sense of
purpose, my work is
meaningful
I feel successful and
capable in
my role
My compensation
expectations have
been met
My manager knows
me, cares about me
understands me
I can see my
career path
My hours/my shift
works for me
3
1. Case Study - What We Did
Shared Accountability
and Goals
Recruiting
Modular Training
Branding and New
Titles
Advice Academy Mentors
Role Design- Career
Development Path
Authentic Leadership
Training
New Absence
Management
4
Employee Experience
PEOPLE
Client Experience
LOYALTY
Shareholder Value
PROFITS
BRAND AMBASSADORS
• Employee Engagement
• Retention
• RAVING FANS – LTR/NPS
• Products / Client
$$$$
Business
Performance
2. A Leadership Formula
“Customers will never love a company until the employees love it first !”
Simon Sinek
6
Great Organizations Begin with Great Leaders!
Leadership Excites or Energizes People to Exceptional
Performance.
LEADERSHIP!
Definitions: “A leader is someone who has followers”
“A leader motivates and inspires to pursue common vision or goals" 8
High
Leadership
High
Management
Spec
Team Leader
Manager
VP
SVP
CEO
Director
Higher You Go More Leadership Needed
9
Management vs. Leadership
• Manage the Present
• Keep Operations Running
• Performance Management
• Procedures/Process/Workflow
• Mastering Change
• Building the Future
• Inspire Vision and Purpose
• Drive Passion, Excitement
• Defining and inspiring change
• Talent Succession Planning
Man
ag
em
en
t L
ead
ers
hip
10
1. Inspire Purpose and Vision
2. Great Servants
3. Integrity and Trust
4. Caring
5. Great Listeners
6. Passion and Enthusiasm – Build It!
7. Role Models – Walk the Talk
3. Leadership Secret Seven
11
Does everyone on your team understand the purpose of your team/business and how they contribute? What are you doing as a leader to communicate and inspire your Vision? What excites them to come to work?
Secret #1- Inspire Purpose and Vision
“You get the best efforts from others not by lighting a fire beneath them
but by building a fire within.” Bob Nelson
Director First Impressions
Chief Compassion Officer
Loyalty Guru
Chief Imagination Officer
Chief Innovation Officer
Brand Ambassador
CSR, Reception
Claims
Pricing, Client Strategy
Marketing
IT
EVERYONE
12
• As a Leader – Your Single Biggest Client is your Employees!
• You work for them – enable them.
• Great Leaders are great Servants.
Secret #2- Great Servants
13
• The first job of the leader is to inspire trust.
• Without trust there is no commitment – without commitment there is no company.
• Promise Keeping – breaking promises erodes trust. Each time you don’t return a phone call or miss a meeting you erode trust.
• Trust = Speed – Cost.
• Low Trust Organizations = Redundancy, Bureaucracy, Politics, Disengagement, Turnover, Churn and Fraud.
Secret #3 – Integrity and Trust
14
Secret #4 - Care
“People Don’t Care How Much You Know Until
They Know How Much You Care.” Theodore Roosevelt
• Management Relationship is the number one driver of Employee
Engagement. Deeply connect to your followers.
• Only when they know you care about them as people, will they follow.
• Consistently Compassionate – consistently show kindness to your
team. (Little is done under spirit of fear). Random Acts of
Kindness/Caring.
“From Managers of Metrics to Leaders of
People…taking responsibility for lives not numbers.” Simon Sinek
15
Secret #5 – Great ListeListeners
• Aggressive Listening – Mark of respect. Listen with intent to
understand not respond.
• Humans listen at a rate of 500 words per minute yet we speak at the
rate of 100-125 words per minute. With all that space left, our minds
wander.
• Take Notes.
16
• Personal intensity drives organization’s intensity X 100!
• Two Types of People.
• Sense of energy, optimism and hope you have will be contagious.
• Can’t do great things if not thinking great thoughts.
• Can’t energize others if you are drained and tired.
Secret #6 – Passion and Enthusiasm
17
• Make time to Energize yourself.
• Focus on what matters. Neglect the unnecessary.
• Manage your time - don’t let time manage you.
• Manage the basics - voicemail, e-mail, meetings on time.
• Schedule what is important – listening to calls, round tables, performance management, team meetings … or other people’s priorities get scheduled.
• Time for Strategic thinking, preparation and planning, personal development and developing people.
Manage Your Energy and Time
“Fear less, hope more, eat less, chew more, whine less, breathe more, talk less,
listen more, hate less, love more, and all good things are yours.”
Swedish Proverb
18
Secret #7 – Role Models – Walk the Talk
• Never take for granted the awesome power of your
example. People watch you.
• No Victimitis: Two Choices: “Curse the darkness
or light a candle and show up as a leader.”
• Model Great Relationships.
• Quality of life comes down to quality of relationships.
• When you are rude to an employee – permission to be rude
to someone else.
• When you are late for a meeting - you silently say that
punctuality is not important – that their time is not
important.
• Smile, say hi, practice random acts of caring
19
“Chief Excitement Officer”
What are you Accountable For = Excitement
Start with You - The CEO
Shareholders: Excited to invest in your business, department, product.
Clients: Excited to buy your products and give you loyalty.
Employees: Excited about coming to work every day.
Become the Change You Want to See!
Ghandi
21