customercontactnetworknewzealand

Katy Langridge is a Team Leader for ACC New Zealand. She’s responsible for the annual CCNNZ (Customer Contact Network of New Zealand) Awards being held in September.

In 2018, she won the CCNNZ National Contact Centre Team Leader of the Year.

She shares details about the Awards - including how you can enter - and the secret to her success as a Team Leader.

Katy’s Top Tips:

1. Don’t be afraid to enter. If you believe you’re doing a great job, put yourself forward. Even if you don’t win, you’ll get feedback from the judges which can help with your development.

2. Give specific examples in your application.

3. Talk about your application with your manager. They may have ideas which could help your entry.

You'll Learn:

• The 7 Awards which are up for grabs (02:51).

• About the $500 professional development grant for each Award winner (05:11).

• The dates for registration (06:59)

• The coaching approach Katy uses which has turned her people from good to great, and strengthen employee engagement (09:05).

• The quote from Angela Ahrendts (Senior Vice President of Retail at Apple) which guides Katy in how she manages her team (12:50).

• What Katy does at least twice a day which she credits for her success (14:04).

Download the CCNNZ Awards Pack here: https://ccnnz.org.nz/event-directory/awards/

Email CCNNZ: info@ccnnz.org.nz

Connect with Katy here: https://www.linkedin.com/in/katy-langridge-b06723149/

If your priorities include strengthening employee engagement and boosting customer experience, I can help you out with a few ideas that you can steal. Send me an email (at blairs@bravatrak.com) and we can organize a 15-minute call over Zoom or Teams.

Hector Farmer is the Digital Team Manager for TSB Bank’s Customer Engagement Centre.

He’s been a Digital Team Manager for the past 7 years, at 2 different banks. In 2020, he won the Customer Contact Network of New Zealand, National Team Leader of the Year Award.

He’s got a fantastic mindset which helps his people thrive. Exactly the sort of mindset to look for if you’re recruiting Team Leaders, or to replicate if you’re a Team Leader.

Hector's Top 3 Tips:

1. Share your “Why” with your team. And if you can, align your “Why” to that of your business. Purpose matters (11:45).

2. Have positive intent in how you coach and lead your team. It’s the foundation of great leadership. When you create a safe environment for your people, they’re empowered to be their best selves (12:03).

3. Slow down to speed up, by stepping back from the detail, and doing what only you can do as a leader - setting strategy, enabling others, and removing barriers (12:21).

You'll Learn:

• Hector’s apple orchard metaphor, which shows how you can help your team deliver great customer outcomes (03:42).

• The actions Hector takes each day to help his team thrive (05:52).

• The emotional bank account each of your team has, and why it’s vital to keep topping it up (06:15).

• The model which Hector uses to identify what coaching each team member needs (06:56).

See the full show notes here: https://bravatrak.com/hector-farmer-podcast  

Connect with Hector here: https://www.linkedin.com/in/hector-farmer-488a68161/

If you’d like some ideas on how an evidence-based Coaching System can help you reduce unplanned absenteeism and attrition - while boosting employee engagement and customer experience - send me an email at blairs@bravatrak.com to book your 15-minute chat over Zoom or Teams.