Presentation Summary:
Today’s technology is full of valuable functions and features that have revolutionized how contact center operations manage costs, improve quality, and increase customer satisfaction and loyalty. But just how much has been invested to ensure contact center employees are completely engaged and inspired to achieve their full potential?
Greg delivers powerful strategies and techniques that today’s executives, department leaders, and human resource professionals must have to look “beyond the metrics” and effectively inspire and engage employees to deliver exceptional performance results.
This presentation is based on Greg’s top-selling book, “The Leader's Guide to Performance Management: Building Organizational Excellence One Employee at a Time!”
During Greg’s presentation, you will discover:
-
How to avoid being blinded by the numbers, and relying on metrics alone!
-
How to connect employees and front-line leaders to the Big Picture!
-
How to unify employees and strategically align department goals with company objectives!
-
How to coach employees to think like a Senior Leader!
-
How to strategically align with HR to further increase employee engagement!
-
How to increase performance evaluation ratings 150%! (Exclusive Bonus) …and so much more!
Greg Jerralds is the Chief Operating Officer of Profit InnerCircle, LLC; the international organization that helps companies meet or exceed customer expectations…at a PROFIT!
Greg is a professional speaker, instructor, leadership coach, and senior leader with more than 20 years of experience leading high-volume, high-performing customer service contact center and production center operations.
Greg is the author of: Building Organizational Excellence One Employee at a Time
And the co-author of: The Best Kept Profit Secret: The Executive’s Guide to Transform a Cost Center Into a Profit Center.
He also writes business improvement articles for business and trade associations across the globe.
Greg began his leadership career at the age of 19 as a customer service supervisor in the mortgage banking industry. Since, he has held leadership positions in financial services, healthcare, pharmaceutical, insurance, and medical technology, and direct-marketing sales industries. Greg’s experience includes leadership development, performance management, process improvement, project management, quality assurance and employee training and development. Greg is the Former President-elect of the Professional Teleservice Management Association (PTMA), and a Continuaing Education Workforce Instructor with Northwest Vista College in San Antonio, TX.