Optimising team leaders through Neuroscience

Team leaders play an integral part in a contact centres' operational success as they connect business needs with agent efficiency.

Research shows that team leaders who are competent, supportive and pro-active, are best at unlocking high performance in the agents they work with. Having people skills are crucial to engage with, manage and motivate agents and not an automatic by-product acquired through technical or product knowledge. It is a science on its own, a critical retention strategy, and a differentiator in world class contact centres.

Join us to identify how brain science and sensory Intelligence can take team leader and agent performance to the next level:

• The science behind people and space and its massive influence in contact centres
• Look, listen and learn to communicate and engage with success
• Manage energy, time and stress to sustain the pressure and demands of daily operations

Facilitator: Dr Annemarie Lombard, CEO Sensory Intelligence® Consulting
Annemarie studied the call centre industry for eight years and did a doctorate degree, comparing sensory profiles, performance, absenteeism and attrition in SA call centres. She has 24 years of national and international experience as an occupational therapist and trainer in brain learning and development. Sensory Intelligence won the national gold award for Best Non-Technical Innovation - External at BPeSA, 2010. She has a particular interest and passion for open plan working environments and how it impacts on performance.

She will challenge your thinking but give you innovative, yet practical and simplistic solutions for recruitment, retention and performance.

Date: 20 May 2014
Time: 09:00 - 11:00
Venue: 1st Floor, 70 Fox Street, Johannesburg
Cost: Free