AT A GLANCE

THE 3C CONTACT CENTRE LEADERSHIP SUMMIT '09
24 -25 FEBRUARY 2009 KUALA LUMPUR


ABOUT THE SUMMIT
Leadership and execution are well-worn phrases, are they not?
Bandied about in corporate hallways and discussed at
performance reviews, they mark how you are judged by your peers,
your subordinates and your superiors. And then, there's that idea
that talent can be managed. Talent management, human capital,
people management….You are either looking for new talent, figuring out how to retain talent or trying to maximise the talent you have in your fold.

We bring you the 3C Contact Centre Leadership Summit this
February, the second one to date. You are going to come away with a greater senses of achievement. Why? Because it's a results oriented format and focus.

The focus -- Results-oriented leadership. Building leaders who
understand your message, your goals, who make your goals theirs, who are aligned to your enterprise-wide objectives and who can see the big picture. Building leaders who are pro-active and solution-oriented. Leaders who will do what it takes and execute. To do so, you will first need to identify your weak areas, the areas you seek improvement and then identify where your end-target lies. Whether it be more pro-active leaders or greater profitability, higher returns on investment or even all of the above. We give you the plan for getting there.

The format -- It's NOT your stock standard five or six one hour lecture style segments. We have interactive learning, story telling, group dialogue, live interviews, scenario learning and facilitated roundtables. All with one aim in mind : for you to take away at least ONE thing. A tip, an action plan, an idea to brainstorm or develop.

Bookmark these dates in your diary -- 24 + 25 February 2009. Segmented into two streams each dedicated to a particular role model, the Team Leader and the Contact Centre Manager, we uncover different ways of approaching your issues, different viewpoints and more in-depth discussion. The focus is
on solutions. So, be prepared to get involved. Be prepared to participate and share.

You will come away refocused and brimming with ideas, feeling that
this was time well spent. Enjoy !

Rowena Morais
Programme Director, Flipside

WHO'S COMING

Allan shows you how to take control of your conversation	Olivia guides you on how to coach your team	Lolitta shares what it takes to lead a centre	Tuck Wah will help you identify the right questions to ask to solve your problems
Sulynn shares insights into learning how to thrive in any situation.	Ann helps you in your journey towards better communicating your enterprise needs and making it happen	Debashis helps you understand why you need to alter your mental model and shows you how	Bhav facilitates group dialogue on how you can develop your leaders and discovering issues and opportunities
Julian will help you eliminate your fears!		John uses the Technology of Participation to enhance staff engagement and integrate diverse ideas - all towards better execution of plans

WHY YOU SHOULD ATTEND

For the Team Leader Stream
Get effective tips on improving the way in which you communicate your message. Take control of your conversation. Get a first-hand view of what coaching is really all about. Hear how leading players are delivering on their promises and driving results. Question : How are they making this happen? Rethink your decision making process - is it working for you and could it be better? Could you use some help building on these skills? All manner of people, all manner of management. Find out different ways to handle different people with differing objectives. Wrap this all up by repositioning on positive psychology with the aim of building a resilient and engaged team.

Highlights

• expert communications coach shows you in real-time what's really happening when you're talking to your colleagues and managers. Using a scenario learning format, you will learn how to take control of your conversation
• one-on-one chat with a coaching consultant on how to be a better coach
• live interview with a contact centre manager. In a candid chat, we learn about the kind of issues he deals with on a daily basis, we understand where his priorities are and how he makes the leap from prioritising what he needs to achieve to making it happen with the people he has in his fold.

For the Contact Centre Manager Stream
Get an update on the latest insights in the contact center industry, the latest in market trends and what’s going to affect your business, in the near future. Spend some time brainstorming with other managers on getting your people to do what’s needed of them. Consider that the way forward may also involve some element of transformation from within. Hear first-hand how a leading HR practitioner has worked to manifest change and bring about transformation in his teams and across the enterprise. You will also spend some time in an ideation session, discovering new ways to drive the execution of your initiatives. Highlight of the day is your chance to undergo a transformation exercise directly and eliminate your fears!

Highlights

• facilitated dialogue on getting what you need as a manager. The session starts with a story. A sad story of the experiences of a deeply troubled but committed Team Leader. Why he's upset with his managers, why he thinks they've failed him and what he really thinks about them. This is the backdrop to a facilitated dialogue with three panelists on how managers can get the results they want and need from their people.
• an experiential session on regenerating your mental models. Why? You will learn what constitutes a mental model and how it hinders the transformation process. This presentation combines cutting edge knowledge of contemporary neuro-sciences with insights from the wisdom and traditions of the past
• workshopping how to better align your team-mates' goals with the goals of the enterprise to drive the execution of your plans