AT A GLANCE

SUMMIT PROGRAMME

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


THE TEAM LEADER STREAM
24 FEBRUARY
Question, execute, assess, validate and repeat.
Accomplishing goals through execution, assessment and self-learning

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.

9.00 - 9.15 Opening Remarks by Chair

9.15 - 10.15 "You're just not listening ! Why can't I get you to do what I need you to do?"

Session Description. Using a scenario learning format, we examine how you can communicate better than before. A dialogue presentation between an agent and a Team Leader leads the way.

This is facilitated by an expert Communications Consultant with the aim of providing blow-by-blow guidance and tips as to how to take the conversation to the place you want it to be at as well as to provide you, the audience, a chance to get behind the scenes as the Communications Consultant explains his choice of advice and tips as what doesn’t work, how to re-position and take control and listen more effectively. Session Objectives. Learn how to really really communicate : what's effective, what's not. Understand how you can take control of your conversation! Get 3 tips on how to use emotional quotient (EQ) more effectively. Discover steps you can take to listen more effectively and very importantly, discover how to get people to do what you want them to do as a result. Led by Dr Allen Teh, Founder and Chief Executive of the Centre for Customer Care (CCC) Malaysia

10.15 - 10.20 Pre Break Announcement

Invitation to participate in our LuckyDraw Enter the 3C Survey to be in the Draw for an iPod Nano.

10.20 - 10.50 Morning Tea
One on One Expert Chat : How to be a Better
Coach ! [Free Quick Tips]
One speaker booth will be set up in the pre-conference foyer. Five minute one-on-one sessions are available to you, with the speaker, to give you the chance to ask very specific questions relating to your business or circumstance.
Based on first come first served basis, this session is limited to the first four attendees due to time constraints.

10.50 - 11.50 "A good coach will make his players see what they can be rather than what they are." - a quote from Ara Parasheghian

Session Description. Using a real-time facilitation format, this is an actual coaching session in action.

On stage, will be two volunteers participating in a partly-scripted role-play session where you see first hand how 'coach' and 'coachee' act during a coaching session. An expert Coach however, will be at hand - the real deal. This Coach will facilitate and guide the 'coach' throughout his session, giving you an unprecedented look into this process. This expert Coach will also provide commentary and analysis direct to you, the audience, so that you are aware of why the expert Coach is suggesting a particular course of action. Session Objectives. Learn how coaching should transpire, what's said and how things need to be phrased. Look at what you should not do in any coaching exercise. Understand how you need to respond to coachee questions or remarks. Learn how to get the coachee to find the answers themselves - how to turn an apparently unworkable situation into one where options may present themselves. Get a first-hand idea of how coaching involves leading as opposed to directing. Led by Olivia Ohlen, counselling psychologist and corporate coach

11.50 - 12.00 Temperature Check : Quick Poll

12.00 - 13.15 Networking Lunch

13.15 - 14.15 "I need to drive results. How and what can I do to make this happen?"

Session Description. Using a live interview format, we talk to a leading contact centre manager about his own insights into driving performance.

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. Session Objectives. Learn about the capabilities he has in place in terms of his milestones and team work. We'll understand how much concentration is paid to coaching and assessment of people and results. We see how he makes the move from Plan A to Plan B when things don’t progress accordingly. We get an idea of how this manager communicates his key messages, how he lobbies for both individual and team commitment and how this is articulated. You get an insight into the safeguards he's put in place. Led by Lolitta Suffian, Site Director, Malaysia Operations TeleTech.

14.15 - 14.20 LuckyDraw Winner Announcement

14.20 - 15.20 "A very effective approach to problem-solving: Learn how to ask the right question. Part I.

Session Description. In this extended case study and facilitated discussion, we'll begin firstly, by understanding the importance of a systematic process and approach in problem-solving.

You will then be given an opportunity to understand your current approach to problem-solving by working through a case exercise. Session Objectives. By reviewing our approach, we will better understand the importance of a systematic approach to finding root cause. We can see what proactive steps we can take to make certain changes for improvement. Led by Sum Tuck Wah, Partner, Director of Technology Practice, Kepner-Tregoe Asia Pacific

15.20 - 15.40 Afternoon Tea
One on One Expert Chat : How to Make Good
Decisions [Free Quick Tips]
One speaker booth will be set up in the pre-conference
foyer. Five minute one-on-one sessions are available to
you, with the speaker, to give you the chance to ask very
specific questions relating to your business or
circumstance. Based on first come first served basis, this
session is limited to the first four attendees due to time
constraints.

15.40 - 16.40 "A very effective approach to problem-solving : Learn how to ask the right question. Part II.

Session Description. In this extended case study and facilitated discussion, we will understand the missing elements to effective problem-solving.

We will also learn the best practice approach to transforming your team to become good problem-solvers, hence increasing customer satisfaction. Session Objectives. You will examine the exercises you have worked through in the previous session with the aim of :- 1. understanding what effective questioning is about 2. learning how to begin to ask the right question 3. learning the best practice approach to transforming your team to become great problem-solvers 4. showcase some of the results achieved Led by Sum Tuck Wah, Partner, Director of Technology Practice, Kepner-Tregoe Asia Pacific

16.40 - 17.30 Every day is a good day.

Session Description. In this facilitated session , you will take your mind through a journey of reflection and self-discovery with Sulynn Choong to find out where your heart and mind are when you are at work, at home and at play.

You will find out how much of your life satisfaction is influenced by the world outside and how much control you have over your own wellbeing. Get a new angle on the immeasurable good that people who work at Contact Centres bring into the lives of their customers. Engage in a facilitated session of positive intervention and communication to add to your sense of accomplishment and contribution to the wider community from the work that you do. Those who bring sunshine to the lives of others cannot keep it from themselves (James Barrie) - and contact centre people have the opportunity to do so in every call. Session Objectives. You will begin to recognise that every day is a Present and you will learn to savour the good in each. Discover how to thrive and grow as a result of daily stress and challenge. You will realise that "if you don't mind, it doesn't matter" is generally true. And you will discover ways to make every day a good day! Led by Sulynn Choong, Positive Change Consultant / Coach with Human Capital Perspectives and the Founder / Chief Engagement Officer at the Asian Center for Applied Positive Psychology (ACAPP)

17.30 - 17.35 Closing Remarks from Chair and
End Day One Summit

THE CONTACT CENTRE MANAGER STREAM
25 FEBRUARY
Ask the right question to get the right answer.
What questions are you asking ?

Get an update on the latest insights in the contact centre industry. 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 how others are manifesting change in their 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!

9.00 - 9.15 Opening Remarks by Chair

9.15 - 10.15 Leading Transformation : Regenerating Mental Models

Session Description. This will be an experience based and insightful session on leading transformation. The facilitator will guide you through a short visualisation experience of creating an alternate reality.

You will understand the process of leading transformation by shaping new mental models in the workplace. Session Objectives. Learn how to alter mental models of those you have to lead. Understand what constitutes a mental model and how they hinder the transformation process. Decode how anchors of past competence prevent you from creating an impact in the future. This presentation combines cutting edge knowledge of contemporary neuro-sciences with insights from the wisdom and traditions of the past. Led by Dr Debashis Chatterjee, Dean of the Leadership Centre at the SP Jain Centre of Management in Singapore and author of several internationally published books

10.15 - 10.20 Pre Break Announcement

Invitation to participate in our LuckyDraw Enter the 3C Survey to be in the Draw for an iPod Nano.

10.20 - 10.50 Morning Tea
Speed Networking
Small high tables placed in the pre-conference foyer will enable two per table for speed networking sessions. Get acquainted with other Summit participants, in a fast-paced and energetic environment. Chat for 3 minutes at which point a bell rings and you move tables. And so on it goes.

10.50 - 11.50 How Do I Get What I Need ?

Session Description. In this voice-over presentation + facilitated dialogue, 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. Session Objectives. Three panelists from the contact centre industry come forward to share with us their insights in this area. You will come away with a better grip on how you can ensure that your teams understand what you need from them, how you can be clearer about exactly what you want to get from them and just as importantly, how you can truly gauge what your subordinates are really saying to you. Led by Ann Epps, AF Certified Professional Facilitator and Assessor, LENS International (M) Sdn Bhd

11.50 - 12.00 Temperature Check : Quick Poll

12.00 - 13.15 Networking Lunch

13.15 - 14.45 How am I developing Leaders in my Organisation - what are the Issues and Opportunities?

Session Description. Are you interested to hear from others about their personal experiences in developing leaders in their teams?

The struggles they've faced, what issues they've had to deal with, how they've overcome their problems. If so, this session will provide that platform. It will be a chance to talk about what matters to you, to listen and to share with other contact centre managers about developing leadership skills, building an execution mindset, aligning vision, and whatever else is raised in regards to taking their contact centre forward. Session Objectives. Come away brimming with ideas on leadership development. This session will give you a chance to explore how you can change your game. Led by Bhavesh Patel, Performance Coach, NLP Master Practitioner and an Open Space Technology (OST) facilitator

14.45 - 14.50 LuckyDraw Announcement

14.50 - 15.20 Afternoon Tea
One on One Expert Chat : Unleashing Talent
[Free Quick Tips]
One speaker booth will be set up in the pre-conference foyer. Five minute one-on-one sessions are available to you, with the speaker, to give you the chance to ask very specific questions relating to your business or circumstance. Based on first come first served basis, this session is limited to the first four attendees due to time
constraints.

15.20 - 16.20 How do I align my team-mates' goals with the enterprise goals to drive better execution of plans?

Session Description. In this ideation session, we start off with a selected extract from Ram Charan's illuminating book, Execution : The Discipline of Getting Things Done to provide structure and themes for discussion.

We break up into roundtables to enable you to discuss and generate new ideas with peers. We want to come out of this experience with practical ideas and firm take-aways as to how you can better performance manage your people and better align them to the desired purpose. The Technology of Participation (ToP) methodology originated by John and Ann Epps is used to facilitate and guide this process. You will energise problem-solving with a process that builds active participation and teamwork. Session Objectives. Discover ways to ensure that your expectations of performance are made clear and that your people understand what's required of them. Find out how to better manage differences in opinion and expectation. Get tips on how to better engage your staff to think and be solution-oriented. You will tap into rational and intuitive thought processes and learn how to integrate diverse ideas while developing group consensus. Led by John L. Epps, one of the original designers of the LENS Technology of Participation (ToPTM) and Director of LENS International Malaysia

16.20 - 17.20 "I will beat my Fear !"

Session Description. In this interactive session, you will, with the help of Malaysia's leading sub-conscious specialist, begin to see and feel for yourself how you can eliminate any fear you have.

This programme is focused on motivating the patterns of the subconscious mind and learning how to control it. This trained specialist will address you in a state of heightened awareness, creating an opportunity for you to address your issues in a more articulate, relaxed and logical manner. Session Objectives. Identify your fears and eliminate them today! Led by Julian Leicester, Director of Beat Fear Sdn Bhd and Malaysia’s leading subconscious specialist

17.20 - 17.30 Closing Remarks from Chair and
End Day Two Summit