With the changing landscape of business leaders are having to lead in a way that is completely foreign to how they themselves was lead. While leaders logically understand that they have to change behaviour the hard part is actually doing it. This program helps leaders evolve their behaviour and mindset to help their organisation grow and evolve
Lots of organisations talk about needing resilience, however resilience simply focuses on how we cope when under pressure. In this disrupted and competitive world we have to go way beyond coping. Our research has asked the question what is beyond resilience?
The role of a contact centre agent is to not only deal effectively with a customers enquiry but also give them an amazing experience as the same time. For this to happen the gent must show up to each call with the right mindset and emotional state. As a result, the new competitive advantage for contact centre is having agents with behavioural agility.