CRM // CMS // Chatbot // Knowledge Base // Community

Chatbot MAXConnect // MAXConnect // MAX Global Roadmaps

Bryce Kiguchi // Learning Specialist // Sitel Eton

max connect // icoach // max hub // max pulse // max train // sitelfit // max engine // conversation by heart // max culture // max flexibility

GOS - Global Operating Standards

COO - Olivier Camino
Head of CI, Innovations and standards - Jonny Miller
Global Director of Performance and Standards - Agnes Pegurri

83571246

walking // awareness and interest // survey // fun // morale // monotony // energetic

b // c // performance // sustained // improvement

436512

1. regular ff // identifying
2. recognizing
3. having ff // identifying

behaviours // results

c // a\d // 

respect // root causes // taking time // keep talent // build engagement // mutual value // listening // proactivity

saving talent at risk

cost // proficiency // penalty risk // team dynamics

54%

8-26 weeks

growth // people

possibility // appreciation // trust // belonging

HIRE

c // a\d // a\c\d // c\d

to closely adapt // when they help // to structure // motivation //establishing

associates // welcome
belonging
learn // grow
productive // success

a. provide a photo during company presentation to introduce them
b. Organize a focus group to give meaning to our function and to explain why client need us, to clear doubts and answer questions
c. Publish a photo of the Steering Committee in the break room
d. He/she plans a specific time to meet them in the first week
e. We ask a volunteer agent to show him/her around and take him/her for lunch

a // e // d

a . Introducing new employees to all partners he/she will work // Their coach coming to say hello on welcome day // Preparing an integration program for new employees

b. Coaches dialoguing with new agents regularly // Veterans taking part in training program and new trainees going to the floor to get a feel for the real thing, before starting // Recognizing individual needs to deliver relevant support

c. Giving new employees right contacts they may need // Preparing an integration program for new employees // Organizing focus group to clarify and give meaning to specific (organization, goals...)

a. To figure out the organization and identify the contacts // c. To meet the people they will work with // f. To understand his/her role within the overall organization

TRAIN

To create a strong self-motivation while learning new knowledges and skills

c. Human beings love to learn because is a creative process // e. Active methods facilitate learning process // b. Learning is critical in a fast, dynamic and ever-changing environment

Giving meaning as well as means, answering the ‘why’s’ and how’s’ of the matter // Empowering agents to take responsibility in their training by alternating theory and practice, using actual real-life cases // Carrying out initial and continuous training through solid and progressive learning

REVIEW

Using bridge plans to plan courses of action // Using the SKEP tool for agent level results and tracking // Looking at real time reports

To inspire // To empower

PARTNER

1. c) To stay close to our client to constantly being align to his expectations
2. a) Through Client Engagement we provide innovation to our clients, adding value beyond contract // e) Communication between Commercials and Operations is essential to achieve client’s goals // d) Understanding client’s needs allows us to identify opportunities, to add value and meet expectations

WALKING MANAGEMENT

2. a. Being close to agents enables better adaptability to their needs and to customer expectations // e. For all managers plan at least 1 one-hour session per month on the floor // b. Setting up support work stations close to production teams

3. Organizing formal and regular exchange points with the teams // Setting up support work stations close to production teams // Planning at least one hour-long session per month on the production floor for all managers

4. c. To experience the agents’ day to day reality and interact with them

5. understanding // motivation // people // leadership // value // improvement