7 Traits of High Potential Team Leaders - with Blair Stevenson
Secrets To Contact Center Success
Release Date: 05/31/2021
How We Transformed Customer Care at Spark with Digital Adoption - with Dan Cooper
Secrets To Contact Center Success
Dan Cooper is the Head of Digital at Spark NZ. He’s been working in the contact centre industry since the late 90s. Over the past few years, Dan’s lead the transformation of Spark’s customer care with digital adoption.
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Secrets to Customer Support Success - with John Kelly and Jessica Voss
Secrets To Contact Center Success
John is Chief Revenue Officer at SupportLogic, and Jessica runs Enterprise Sales. With over 50 years’ experience between them in the tech side of contact centres, they know exactly what's needed to reduce escalations and operational expenses, and lift CSAT.
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Discover a Supportive Performance Management Approach, Which Helps Your People Reach Their Potential - with Justin Baty
Secrets To Contact Center Success
Justin Baty is the Auckland Cars Regional Manager at Turners Auto Retail. With 9 years’ experience in the business, he’s seen firsthand how the company’s supportive performance management process is highly effective at getting people back on-track and reaching their full potential.
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How the Next Generation of Conversational AI Can Revolutionise your Contact Centre - with David Stone
Secrets To Contact Center Success
David Stone is a Senior Vice President at the conversational AI startup, Curious AI.
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A Smarter Way to Improve Your Organisation’s Customer Service and Experience - with Alex Mead
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With 20 years experience as Chief Customer Service Experience Director at organisations across multiple industries, Alex has discovered many companies have critical parts missing from their customer experience equation, leading to poor outcomes for customers.
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How to Increase Customer Loyalty by Reducing Customer Effort - with Gabriel Mendez
Secrets To Contact Center Success
Gabriel Mendez is an auditor and senior consultant in customer experience processes and technology applications. Based in Mexico City, Gabriel has decades of experience in contact centre data and voice technology, and has been a judge for industry awards in Mexico and Colombia.
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Tips on How to Modernise Your Reporting, To Empower Managers to Make Better Decisions - with Immanuel Joseph
Secrets To Contact Center Success
Immanuel Joseph is the Reporting Manager at Allianz Australia. With a master’s degree in IT, Immanuel has worked in the Allianz contact centre for the past 4 years to modernise their reporting.
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How We Maintain a Positive Work Culture Through Values, and Changes We Made as a Result of Lockdown - with Stephanie Riordan-Edmonds
Secrets To Contact Center Success
Stephanie Riordan-Edmonds is the Head of Customer Service at Southern Cross Health Society. She’s been in the contact centre industry since the mid 90’s, and loves making a difference to customers and her people.
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How to Create Amazing Team Leaders - with Marc Carriere
Secrets To Contact Center Success
Marc Carriere is the creator of the 7 Pillars for Creating Amazing Team Leaders course. With 35 years’ international experience in the contact centre industry, he's managed contact centes, owned one, won industry awards, and consulted with businesses, coaching and mentoring their Centre Managers and Team Leaders.
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Two Critical Steps to Successful Strategy Implementation - with Michael Clark
Secrets To Contact Center Success
Michael Clark is the Principal Consultant at CXTT Consulting. He has more than 20 years experience in the contact centre industry across both the private and government sectors. He helps organisations with their transformations in the CX and technology space.
info_outlineI’m Blair Stevenson, founder of BravaTrak. Since 1997, I’ve specialised in guiding sales leaders on how to motivate behavior change in their consumer sales teams, so they increase sales conversion and cross-selling.
Working with over 7000 managers of customer-facing teams, I’ve identified there are 7 traits high-performing team leaders have in common.
These are the ones to look for when you’re recruiting team leaders, to ensure they’ve got high potential.
The 7 Traits of High-Potential Team Leaders:
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Honesty (05:09).
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Action oriented (11:02).
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Low need for approval (14:32).
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High IQ (20:10).
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Social awareness and ability to maintain good relationships (22:57).
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Self-awareness and ability to self-manage (25:02).
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Great time management (28:08).
You'll Learn:
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The most important characteristic people say they want in their team leader - based on global research since 1987 (05:34).
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The 2 questions to ask during an interview to identify whether a prospect has this characteristic (08:02).
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The competency area of your team leaders which has the greatest impact on employee engagement (07:08).
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Why most successful team leaders aren’t perfectionists (11:58).
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The percentage of decisions made by Chief Executives which are wrong - the number will shock you (12:33).
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What high performing team leaders have in common with dictators (15:19).
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Strategies they use to keep maintain self-awareness (25:32).
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The common red flag which shows a person has poor self-management (26:04).
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The hack high performing team leaders use to ensure they get things done in the required timeframe (28:38).