Specialising in:
Achieving breakthrough improvement in contact centre productivity, morale and performance

Providing learning materials to service providers who offer training for mastery in the delivery of superior customer service

Non-prescriptive, responsive cost-effective consultations that deliver outstanding results

Identification, development and implementation of customer value propositions

Facilitating workplace stress reduction [physiological, psychological and politico-social] for improved calm, mindfulness and performance

Designing, developing and providing unit-standard-aligned learning materials to training service providers

Mentoring and coaching for meaningful work lives and enhanced personal performance

Identification and profiling of required future competencies for a lasting competitive edge

Facilitating the redesign of powerful, customer-facing business processes

Imparting key work-life skills: problem solving, decision making, teamwork, time and energy management, effective communicating and relating, creative thinking

Establishing new contact centres that act as catalysts for improving organisation-wide service levels

Formulating and aligning vision, key strategies, values and performance measures - and using a balanced measurement framework to link contact centre performance with organisation-wide strategy-realisation

Enhancing return on service development via blended, e-learning and action-learning programmes

Equipping organisations, teams and individuals with winning coping mechanisms during transition

Facilitating executive summits to reflect on competencies that mobilise follower-ship, and to trigger focused and self-directed learning

Assessment and evaluation of candidates against unit standards for contact centres

In partnership with writer Dorian Haarhof, utilising the power of story and metaphor to engage and mobilise staff at the emotional level to ensure the success of various organisational initiatives and transitions