High
Performance Coaching Webinar Series-Unleashing the Human Potential
Within
"Coaching for Success"
As competition heats up in the marketplace for talent,
organizations must find a way to retain the top talent or “crème
de la crème” of their staff. It is not uncommon for
rival firms to poach or entice your top talent to come work with
them. "Coaching" isn't a category all by itself. Instead,
it's more helpful to think of coaching as a skill like leadership
in which you learn more about yourself, your teams and your organization
as you evolve.
It is not for the faint of heart, this is not for everyone. Attrition and operating
costs like repeat calls mean millions of wasted dollars on up to 25% of your
operating budget. The resulting low customer satisfaction and lost sales opportunities
cost you even more. This is serious business.
When customers have a bad experience, they tend to defect to your competitors.
It’s that simple. The same holds true for good agents who leave for greener
pastures. Organizations continue to struggle with defining what a good experience
is all about, balancing quality with cost of service, calibrating customer
satisfaction, and identifying the root causes of customer dissatisfaction.
To retain your best customers today, you need a bird’s-eye view
of the customer experience to highlight the gaps across service channels. You
need
to drill down to details to identify the drivers of low satisfaction. You need
to know the specific behaviors which are driving poor results. You need to
spend more time coaching and less time searching for superstar agents. If you
feel that investing in coaching and creating an enjoyable working environment
for your staff is not part of the job today, then think again.
In this seminar participants will learn the basics of Coaching for High Performance
and how it can be used in any work environment.
You will learn:
a) People Management, how to differentiate peak performers from weak performers
b) Time Management, how to focus on the worthy that yields maximum throughput
c) Cost Management, how to do a ROI n coaching and track performance of teams
The basic concepts of “Coaching for Success” are reviewed in detail
to solicit buy-in and unleash the potential talents lying dormant in your staff.
Tactical and strategic tips are shared as well on how to curb chronic absenteeism
and turnover. This course is for team leaders and supervisors who run and manage
a diverse team of individuals in today’s competitive world
Course Leaders:
Rich
Fozi
Rich Fozi is an inspiring speaker and corporate trainer of international
repute. He has conducted training programs for various corporate
clients internationally. His seminars and workshops are well known
for their high quality content backed by his unique and entertaining
style of delivery. His programs are insightful and inspire action,
building personal excellence and unleashing innate energies. Rich
has trained thousands of people especially in the area of Emotional
Intelligence, Leadership Development, Building Dynamic Team and
Performance Improvement as well as Performance Coaching. He is
also a knowledgeable consultant in the area of Human Capital Development,
Performance Excellence and Executive Coaching. He is a certified
and license trainer for Leonard Personality Inventory, Coaching
For Excellence and NLP.
Rich is a dynamic and dedicated personality who has vast working
experience in Human Resources Management as well as in general
business management particularly in manufacturing operation, business
development and Business Process Improvement through Six Sigma
and Lean Manufacturing. Rich has more than 20 years of working
experience with Multinational Corporation such as Philips, SCI
System, Tektronix, Xerox, Flextronics and Knowles Electronics.
While at Flextronics, Rich enriched his working experience by
championing Lean Manufacturing and Six Sigma implementation. He
was later given additional responsibility to head the Business
Development Department. While at Knowles, Rich successfully helped
to turn around the company to be productive and efficient by providing
strong leadership and implementation of various programs in unleashing
the employee potential. Various training and performance programs
were initiated which resulted in improved on time delivery, increased
productivity, enhanced employee satisfaction and improved total
manufacturing cost by 25 percent.
After the phase of 'Vision Quest' in his life, in 2006, Rich emerged
as a corporate trainer and an inspiring speaker believing that
people has full potential for success and to achieve stretched
goal in their life or career by making them realizing their internal
power of emotion. Since then, Rich has become a sought after speaker,
corporate trainer and executive coach especially on Emotional Intelligence
and Leadership Development.
He holds a Master in Business Administration and Bachelor of Social
Sciences majoring in sociology.
Mohan
N. Nair
MBA,
Lean Six Sigma Black Belt
As Director
of Continuous Improvement, Mohan oversees Nair Consulting Group’s
core operational functions, including workforce management training
and implementing quality optimization strategies using cutting
edge technology as a key lever in the new era of business. In
this role he draws upon his 20-year track record in the customer
service industry to drive continuous improvement across the organization
using LEAN Six Sigma methodologies.
Prior to NCG, Mohan
was the Director of Customer Delight Programs for Lenovo Asia,
an $8 billion multinational corporation. While there, Mohan was
responsible for multiple contact centers in the ASEAN region.
Before that, Mohan was VP of Operations for HSBC Global Resourcing
located in Malaysia for two years. He also held several senior
management roles for Fortune 500 companies focused on customer
support in Canada.
Mohan holds a MBA from
the University of Southern Queensland, Australia and is a Certified
Coach and Lean Six Sigma Black Belt. He has also completed Executive
Management Training at the Duke School of Business in UK and
the prestigious LSS Academy in Malaysia.
He has lectured extensively
at Frost and Sullivan’s conferences and Contact Centre
Asia forums delighting audiences with his unique insight into
contact centers. Most recently he was the keynote speaker at
the Contact Center Optimization Forum held in Toronto, Canada
in June 2010.
Date: TBA
Time: TBA
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