Good to Great:
How Exemplary Leaders Create and Sustain Top Performance

In the bestseller, Good to Great, Jim Collins shares the secrets of top executives who have led their companies to measurable, long-term productivity and profitability, outperforming all competitors in their respective industries. How did they do it? And what lessons can be applied to support center management?

In this workshop, Mia Melanson, a nationally known expert in contact center performance, will translate those secrets into specific techniques and best practices for service desk leaders. You’ll walk away with new ideas and strategies for leading your team to greatness.

What you’ll learn:

•   Key attributes of Level 5 Leadership
•   The importance of getting “the right people on the bus” in your support organization
•   The Big Three:

1. What you are passionate about
2. What you can be best at
3. What drives your productivity engine

•  How to create a culture of discipline
•  The role of vision and values
•  How to achieve and sustain greatness

What you’ll do:

•  Define and discuss your key leadership challenges
•  Discover proven skills and practices to address those challenges
•  Win “fabulous merchandise”