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- Methods used by leading companies to attract, screen, select and develop high performing
agents in a contact center environment
- How organizations (from actual case studies) have improved the results of talent acquisition
efforts by implementing compliance reporting
- The real truth about why organizations don't follow their well defined processes and what you
can do to make sure it happens
- How your organization can reduce turnover costs by up to 30% without making any investments
- How to make sure that your talent acquisition practices are aligned with your business practices
- How to define what is necessary to be effective in identifying and acquiring talent.
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7:30 - 8:00 |
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Reception & Continental Breakfast |
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8:00 - 8:30 |
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John Marshall, Ph.D. will overview how the world's leading companies use science to attract, screen, select and develop candidates for a contact center environment. |
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8:30 - 9:00 |
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Warren Collier, Director of Talent Acquisition North America, Minacs |
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9:00 - 9:30 |
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Darlene Krawczyk, Senior Vice President & Group Director Learning
and Development, HSBC |
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9:30 - 10:00 |
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Jack Green, Principal and Founding Director, Entretel |
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10:00-10:30 |
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Q&A |
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John Marshall Ph.D.
Self Management Group
John Marshall is a well recognized and sought
after author, keynote speaker, coach, organizational
psychologist and innovative thought leader. He is
the President and founder of Self Management
Group and has a doctorate in Psychology from
York University where he has also worked as an Assistant Professor.
Over the past 25 years, John has helped hundreds of organizations
develop into self-managed, high performance cultures.
Warren Collier
Aditya Birla Minacs
Warren Collier is a senior human resources strategist
who has implemented solutions that have had major
impact on improving frontline performance and
retention in the telecommunications and financial
services sectors. His experience includes the
"How To" when considering overcoming obstacles that get in the way
of effective implementation of new strategies.
He has over 10 years of experience managing large contact
centres in Canada and is currently the Director of Talent Acquisition
in North America for Minacs.
Darlene Krawczyk
HSBC
Darlene Krawczyk is a Senior Vice President of
Human Resources for HSBC Bank based in Buffalo
New York. Darlene implemented the use of
Assessment & Development Centers for existing staff
and Pre-Hire Assessments for screening retail branch
and contact center candidates using Self Management Group's Sales
Pro and Contact Center Pro tools. Darlene has over 22 years of
banking experience and 14 years of Human Resources/Learning &
Development experience.
Jack Green
Entretel
Principal and founding director of Entretel, Jack
holds an Honours Bachelor Degree in Psychology
and a Masters Degree in Business Administration.
Jack is a successful businessman, acclaimed speaker
and recognized customer contact expert.
He is an accomplished author of several books on communication,
interpersonal and problem solving skills needed for success as a
call centre, customer service or help desk representative or manager.
In 2000, Nelson Thomson Learning published his book "Contact:
A Guide to Developing Effective Call Centre Skills" which was written
for Call Centre reps. Then in 2003 Thomson South-Western published
Jack's "Call Centres: Technology & Techniques" for the US market.
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Date: |
Thursday, June 26, 2008 |
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Time: |
7:30am - 10:30am |
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Place: |
The Boulevard Club
1491 Lakeshore Boulevard West
416-532-3341
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RSVP: |
416-746-0444 ext 329
or
alanyon@selfmgmt.com
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