A Success Formula – How to Coach and Develop Discretionary Effort Learn how each employee is unique and valuable when properly mentored. As a coach use this knowledge to guide them through important transformations toward top performance.
Guest Host Bio: Dave Gregory is the Director of Management Training and Leadership Development for Alorica. He and his team support more than 4,800 leaders who in turn support more than 48,000 contact center associates over 73 sites around the world. He focuses on creating positive change that aligns behaviors with the strategic vision and creates positive results. Dave’s team in 2014 delivered measureable results for programs in financial services, healthcare, telecommunications, entertainment and hospitality, and other industries which exceeded $66.8M in attrition savings and another $90M incremental revenue generation. The return on investment of Dave’s team exceeded $315 for every $1 invested in 2014. With more than 25 years of experience in the call center industry, Dave has held positions in nearly every aspect of the contact center supporting Work Force Management, Operations, Training, and Human Resources and is dedicated to delivering measurable results through a focus on Attitude, Skills, Knowledge, and Goal Setting.
Air Date: Wednesday, May 13, 2015 - 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Dave Gregory, Director of Management Training & Leadership Development, Alorica
Season: 6, Episode Number: 5
CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.