Attracting,
Retaining & Engaging the Next Generation Workforce
Leading & Coaching Contact Center Teams
Webinar Overview:
Are You Ready
For the Looming Crisis?
Attracting, Retaining & Engaging the Next-Generation
Workforce
Are you aware a Tsunami-sized labor and leadership crisis is about to crest
to shore, right at your doorstep? No business is exempt. That includes
Contact Centers globally.
Of a magnitude never
before seen, demographics (right now!) will wallop organizations
around the world as unprecedented millions of Baby Boomers leave
the workforce. This massive talent exodus will create overwhelming
impacts on costs, productivity and growth.
Coupled with the resulting
severe skills shortage, changing employee expectations will force
every industry to face some harsh realities:
1) Compensation and/or benefits costs will skyrocket as the up-and-coming workforce
chooses among their pick of employers;
2) Pension plan payouts will explode as Baby Boomers retire, significantly
affecting your expense line;
3) Recruiting, selecting and hiring expenditures will climb as it costs more
to attract and retain top players from among a shrinking pool;
4) Production and growth will slow as a result of severe skill shortages;
5) Many businesses will be forced to downsize – and may eventually go
bankrupt – as even drastic action cannot counteract these powerful demographic
realities;
6) Jobs will continue to be outsourced (already the case across
North America) as market share is lost, causing its own
outward-rippling damage throughout
the economy.
Perhaps you doubt whether
you will be affected. Then, take a look around your Contact Center
and answer these questions for yourself:
• How easy is
it today for you to attract and retain the leadership bench strength
you require to propel you to the next level of growth?
• Who can fill the shoes of those who will retire?
• If you can promote from within, who will replace the employees whom you
move into to management?
Appreciating that your
Contact Center’s success depends on your workforce, every
single employee impacts your bottom line. The imperatives of
a shrinking labor pool should make it doubly obvious that the
only way you can continue to advance is to take measures that
will turn your organization into an employer of choice.
Unless you discover
the magnetic way to attract the best people to your company and
keep them there unable to be lured away by your competition,
you will be unable to leverage what is probably the biggest expenditure
in any business – human capital.
Further, don’t
fall into the false hope of believing you can simply fork out
higher salaries to attract the stellar GenX’ers and GenY’ers
required to replace your current staff and leaders.
No, no, no. This is
not a problem that can be fixed by simply throwing money at it.
Money is not enough.
The rising stars you
need to attract are a different breed from their parents. The
young generation witnessed their folks being downsized, cross-sized,
back-sized, and right-sized. They watched as their parents worked
60 to 70 hours per week only to be reshuffled or given a severance
package. And guess what? They aren’t willing to pay the
price Baby Boomers eagerly did all in the name of a job.
Add the fact that the
next generation will be able to pick pretty much any position
they want. So, if your Contact Center is not as leading edge
as your competition, guess where they will be going?
Yet, things need not
be all doom and gloom.
Businesses that choose
proactive measures today will not only survive, they will thrive.
Forward-looking Contact Centers know the solution to this brewing
revolution is to respond proactively to the swelling demand for
transformation. They foster leadership as the means by which
to build high-performance cultures where people unleash their
potential while achieving bottom-line goals.
By attending this webinar, participants will:
In this seminar, Leadership Coach Carol-Ann will offer a call
to action that inspires Contact Centers everywhere to turn these
pressing issues into great opportunities by positioning themselves
for substantial growth in the next five to ten years, and beyond.
This will be achieved through a combination of eye-opening statistics,
reflective exercises and content focused upon:
1) The Business Case for Attracting, Retaining and Engaging the
Next-Generation Workforce
2) Five Key Retention Drivers – with examples
3) How to Conduct Assessments to Ensure Employee Loyalty
4) Mohan Nair will be introducing techniques on Coaching and Leading
using Lean Six Sigma
In Addition - All
Participants will receive:
-Free
Access to the presenters after the webinar for inquiries.
-A Certificate
of Attendance
-A copy
of the presentation slides.
Who Should
Attend?
This webinar is directed Directors, Managers, Supervisors,
Team Leaders, Human Resources , Training & Development.
Course Leader:
Carol-Ann
Hamilton
Carol-Ann Hamilton
is the President of Changing Leadership, a Canadian coaching,
consulting and facilitation organization. Prior to establishing
her own company, Ms. Hamilton gained 25 years’ experience
as an Organizational Development specialist in a variety of Fortune
500, entrepreneurial and consulting settings.
Organizations with such
diverse backgrounds as insurance, banking, government and non-profit
now draw upon her expertise in the areas of leadership and employee
development, performance coaching, cultural transformation, team
building, conflict resolution and implementation of leading-edge
people practices. Amongst her many contributions, clients consistently
report: improved leadership bench strength through skills development,
increased productivity due to collaboration, impressive retention
rates from successful new hire integration, and high employee
satisfaction, even in consolidation and severance situations.
As a result, Carol-Ann
has earned a reputation as an exceptional communicator, leader
and coach who inspires and grows individuals plus teams to business
and personal success. She regularly receives strong performance
feedback on her coaching approach to facilitation, being particularly
known for her talent to create safety while challenging participants
to grow to their full potential. As one of her clients aptly
summarizes: “I can honestly say that our sessions made
a palpable difference to our people, to our company and to me
personally. Thank you for your professionalism and dedication.”
Ms. Hamilton holds a
B.A. and B. Ed. from the University of Toronto and is a certified
master trainer of numerous marketplace programs. An active member
at both local and national levels, she is a familiar presenter
at the International Association of Facilitators and International
Coach Federation Conferences in the U.S. and Canada. She also
feels honoured to have facilitated retreats for such organizations
as the Cambridge Association for the Mentally Handicapped and
the Center for Spirituality at Work in Toronto, Canada.
Co-author of The A to
Z Guide to Soul Inspiring Leadership (Epic Press: November 2003),
she draws from her experiences in creating high performance workplaces
and successful leaders – thus taking a traditional inspirational
leadership message into the real world of actual workplaces with
proven ideas that accomplish results. Readers find it a practical,
how-to book full of wisdom that can be immediately applied.
Carol-Ann’s vision
for corporate life is: “Transforming the workplace by inspiring
leaders to inspire results”. She lives for the day when
leaders will encourage people to bring their whole selves to
work. Her hope for humanity is to make a difference, one person
at a time, so that everyone is enthused to live with meaning
and fulfillment.
Her personal motto says it all: “Encouraging
Your Greatness!”
Mohan
N. Nair
MBA,
Lean Six Sigma Black Belt
Mohan
has been involved with the services industry for the past 15
years with cutting edge and innovative companies like Microsoft
Canada, United Parcel Service and the Canadian Imperial Bank
of Commerce (CIBC). He was most recently the Director of Customer
Delight Programs at Lenovo Services Asia Pacific. Prior to
that, he was the VP of Shared Services for HSBC Global Resourcing
located in Asia.
Mohan is a graduate
from the University of Southern Queensland and holds a Master
of Business Administration. He is a Certified Lean Six Sigma
Black Belt holder and is passionate about continuous improvement
and innovation strategies within contact centres using human
capital and technology as key levers in the new economy.
He has delivered keynote
speeches to audiences on the unique strengths and benefits of
contact centres within an organization. His key messages touch
on the knowledge and understanding of the three pillars of services;
people, processes and technology.
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