20 min
Two Critical Steps to Successful Strategy Implementation - with Michael Clark Secrets To Contact Center Success
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- Management
Michael Clark is the Principal Consultant at CXTT Consulting.
He has more than 20 years experience in the contact centre industry across both the private and government sectors. This year, he started his consultancy, focused on helping organisations with their transformations in the customer experience and technology space.
Today, he shares the essential steps to take when implementing your strategy.
Michael’s Top Tips For Successful Strategy Implementation:
Build interdisciplinary teams, so there’s common ground and collaboration between the departments involved (01:49).
Strategy implementation falls apart when it’s top-down only. You get the best results from engaging with the frontline. You’ll have a better chance of getting their buy-in, plus, you’ll uncover roadblocks implementing change (07:45).
You'll Learn:
What Michael did to reset expectations with work-from-home teams due to COVID, which helped lower everyone’s stress (04:03).
The style of leadership Michael finds best to empower employees, give them ownership, help get their buy-in, and help them deliver change (09:02).
What design thinking is, how it’s helped Michael tackle all sorts of business problems, and how it can help you too (12:46).
The key thing to consider in your business, so you remain relevant in a world disrupted by COVID (16:58).
Full show notes: https://bravatrak.com/michael-clark-podcast
Connect with Michael on LinkedIn.
Check out Michael’s blog for more resources on the topics he covered.
Follow me on LinkedIn, or connect with me on Facebook.
Michael Clark is the Principal Consultant at CXTT Consulting.
He has more than 20 years experience in the contact centre industry across both the private and government sectors. This year, he started his consultancy, focused on helping organisations with their transformations in the customer experience and technology space.
Today, he shares the essential steps to take when implementing your strategy.
Michael’s Top Tips For Successful Strategy Implementation:
Build interdisciplinary teams, so there’s common ground and collaboration between the departments involved (01:49).
Strategy implementation falls apart when it’s top-down only. You get the best results from engaging with the frontline. You’ll have a better chance of getting their buy-in, plus, you’ll uncover roadblocks implementing change (07:45).
You'll Learn:
What Michael did to reset expectations with work-from-home teams due to COVID, which helped lower everyone’s stress (04:03).
The style of leadership Michael finds best to empower employees, give them ownership, help get their buy-in, and help them deliver change (09:02).
What design thinking is, how it’s helped Michael tackle all sorts of business problems, and how it can help you too (12:46).
The key thing to consider in your business, so you remain relevant in a world disrupted by COVID (16:58).
Full show notes: https://bravatrak.com/michael-clark-podcast
Connect with Michael on LinkedIn.
Check out Michael’s blog for more resources on the topics he covered.
Follow me on LinkedIn, or connect with me on Facebook.
20 min