The Delivering Customer Centric Contact Centres conference brought together customer service leaders to discuss challenges in achieving operational excellence and delivering optimal customer experience in their contact centres. Attendees explored strategies to establish customer centric operations, leverage analytics to drive decision making, engage the workforce to maximise productivity and service quality. Download the high res … Continue reading Contact Centres 2019 Wrap Up
Differentiating teaching methods is not necessarily grouping students into classes based on their abilities, nor is it allowing students to choose their own reading books. Teachers are responsible for an almost incomprehensible array of factors; defining learning objectives, assessing the learner’s needs, constructing lesson plans, providing an environment that facilitates learning, implementing assessment, using time … Continue reading Seven ways to differentiate teaching and learning
Businesses evolve as rapidly as the people behind them; priorities shift, faster decision making is demanded and delivery cycles become more rapid as a result. Project management offices (PMOs) often resemble hamster wheels – churning through projects and providing support to business branches to deliver on ever heightening expectations. Although PMOs are working harder than … Continue reading From hamster wheel to strategic unit – Transforming the PMO
Most organisations have a leader or two who ‘pull rank’ and issue commands. “Have this on my desk by 5”, “We’re doing it this way now because I said so,” “This is your responsibility now.” They lack empathy, relatability and compassion. How do you and your colleagues perceive these leaders? Effective communication is paramount to … Continue reading Speaking to be heard: Communicating with influence
Diverse teams out-perform the homogeneous, yet some sectors remain an uphill battle for women to navigate if they hope to reach the senior ranks. While the insurance industry is making inroads towards improving gender diversity, the sector is still evolving and working to overcome the challenges associated with equal opportunity.
“You don’t have to hold a position in order to be a leader.” – Henry Ford, Founder, Ford Motor Company Executive assistants today frequently hear that “EAs are leaders”. Some EAs embrace this wholeheartedly, others are not quite sure. Is every EA a leader? Does every EA think and perform like a leader? Since leadership … Continue reading How Executive Assistants Can Be Effective Leaders ™
ICCPM Special Offer 25% Off Individual Memberships 2020 will be a big year for the International Centre for Complex Project Management (ICCPM). We are working toward the release of the new Complex Project Leader Competency Standards, preparing for the 2020 International Roundtable Series, and have a great program of training opportunities. Stay ahead of the … Continue reading ICCPM Special Offer
Currently, women comprise 28% of the total Australian ICT workforce. This is considerably less than other Australian industries, where on average women comprise 45% of the workforce. As you can imagine with a pool that small, the representation of women in leadership roles is particularly dismal. Organisations and their leaders need to address this gender … Continue reading Women comprise 28% of the ICT workforce – Here’s how you can help