Het nieuwer werken

About newer working A management imperative for contact centers

Het nieuwer werken

About newer working

Because commuting (new working) is so 1990's

Het nieuwer werken

Het nieuwe werken About newer working

A life line for contact centers in 201X

Het nieuwer werken

About newer working Not the technology flavor of this month

About newer working and Peter Drucker

Source: Mark Fidelman

Applying external – relevant- developments in your contact center business model in order to create best value for stakeholders.

Here comes outcomes, out is output.

What is it?

Het nieuwer werken

About newer working What are the management imperatives for contact centers?

Photocredit: Captain Crank

Applying external – relevant- developments in your contact center business model in order to create best value for stakeholders.

Sensing (emotions) makes more and more sense; customer insights are in.Numbers are strickly relevant for your P&L.

What is it?

Het nieuwer werken

About newer working What are the management imperatives for contact centers?

Photocredit: Captain Crank

Het nieuwer werken

About newer working What are the management imperatives for contact centers?

Applying external – relevant- developments in your contact center business model in order to create best value for stakeholders

An individual is social.

Mobile is permanent & everywhere.

What is it?

Photocredit: AmsterS@m The Wicked Reflectah

Focus on your

customer.

Photocredit http://cyclechic.blog.hu/

Het nieuwer werken

About newer working What are the management imperatives for contact centers?

What is it?

Het nieuwer werken

Photocredit: http://delightfulcycles.tumblr.com/

About newer working Indeed, he is getting paid right now as an agent.

Photocredit: Philipp Klinger

Het nieuwer werken

About newer working Is the only knowledge discipline permanently

working from an office in 2015 your contact center agent?

Photocredit http://cyclechic.blog.hu/

Het nieuwer werken

About newer working Walking and talking creates value for

stakeholders

Focus on meetingoutcomes.

Less walk and talk. More business outcomes and open communication.

Het nieuwer werkenPh/otocredit: http://cyclop.tumblr.com

About newer working Communities (e.g. teams) create

value

/

Photocredit http://cyclechic.blog.hu/

Het nieuwer werken

About newer working Are the 1990´s office habits still that relevant

in 201X

Focus

Result only work environment.

A team is more than a room of people.

Appropriate useteam existence.

Photocredit: http://karishma.me

Het nieuwer werken

About newer working How to organize for creating

value

Focus Community value creation purpose.

Member needs.

Characteristics.

Competences.

Composition.Photocredit: http://www.paysbascyclechic.com/

Het nieuwer werken

About newer working How to organize for creating value

External exploration.

Experiment.

Be patient.

Extreme execution.

Do not exaggerate

Export (to your network).

Photocredit http://cyclechic.blog.hu/

Applying external– relevant --

developments in a contact center

business model in order to create

best value for stakeholders

Wrap up

Photocredit http://cyclechic.blog.hu/

http://creativecommons.org/licenses/by-nd/3.0/

This presentation was inspired by the works of many people and I cannot possibly list them all. I'm very grateful to Arthur Nederlof and Janine Bos. They enabled me attend their awesome meetings. I copied some of the insights of the speakers at the VADAD Dialoog meeting and the Randstad CC masterclass. Thanks. Mark Fidelman for his great deck about a.o. Peter Drucker. I used one of his slides but moreover I got inspiration, an outlined concept, the associations and my first draft.

I also want to thank my employer UVIT and staff MT CCC for enabling me to explore and experimentAnd of course my fiancée Els and Dixy, who allowed me to deliver!!