Overview

Under pressure to lift employee engagement and performance? If employee engagement and performance aren't where you need them to be in your contact centres, you'll benefit from creating a world-class coaching culture. With one in place, your team leaders will boost engagement and deliver the results you're seeking. Game On is a business parable that shows you how to make this change, leveraging behavioural science principles. The story reflects the know-how we've developed from improving customer experience, productivity and sales performance in the contact centres and retail networks of more than 53 large organisations. Some of the things you'll discover in Game On include: How to win: the High-Performance behaviours that create success How to coach: the six High-Performance Coaching techniques team leaders need to use When to coach: the Coaching Rhythm team leaders need to follow to maximise performance.

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9781922553379

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Blair Stevenson helps senior managers achieve their strategic goals by increasing sales, productivity and customer experience in their contact centres and retail networks. He's specialised in this work for 23 years. If there is such a thing as a super power, then this is his. Blair is the CEO of BravaTrak. The High-Performance Coaching system he and his team have developed for improving performance has helped clients achieve incredible results. Performance increases over 21% are typical within a few months. Those clients have included contact centres and retail networks across more than 50 large organisations serving a wide variety of industries. Blair holds a Bachelor of Arts degree in Psychology and a Diploma in Teaching. He lives in Auckland, New Zealand with his wife Gill and enjoys road cycling and time on the water.

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