5 Reasons Why Results are Held Back in Customer-Facing Teams (PDF)
This 1-page report is based on our work over the past 26 years, advising senior leaders on how to get better results from their customer-facing teams.
In this report, you’ll learn:
✔ The wrong area of focus for your managers (and the solution).
✔ The wrong people managers focus on to get better results (and who they should be focused on instead).
✔ The ways many managers rely on to motivate their teams that no longer work (but can lead to unethical behaviour and unhappiness).
✔ The problem with how our brains are wired, that gets in managers’ way when attempting to get better results (and what to do about it).
✔ The accidental mistake managers make, that can destroy engagement.
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Praise from clients, who’ve addressed the mistakes outlined in the report
“Our Average Handle Time dropped by 16%. Call quality improved (measured by an external Quality Auditor). Customer availability increased from 50% to 95%.” Dwina Dickinson, Contact Energy
“There was a significant cultural shift. As a result, employee engagement increased to the second highest in Asia-Pacific, while sales increased by 20%.” Simon Whyte, SKF NZ
“Our service delivery has greatly improved. Overtime is down more than 65%, delivering savings over $200k/month.” Richard Pettersen, Queensland Urban Utilities
“As a result of the productivity gains we got in our outbound collections centre, we reduced staff by 31%, without reducing throughput.” Jim Wrigley, ADT Security
“Call Handling Time reduced from around 7 minutes, to less than 5 minutes 30 seconds.” George Van Ooyen, Ministry of Social Development
“Sales conversion increased by 25%.” Susy Goldner, Virgin Australia
“Employee engagement improved by 37% and achieved the World Best Practice benchmark.” Devinia Liddelow, World Vision Australia