High performing teams - New Zealand All Blacks

If anyone ever said that the All Blacks are a team of individuals, almost all would disagree. The All Blacks are a team that have replaced the word ‘me’ with ‘we’. They have a long history of success and this year became the first team in the history of the Rugby World Cup to win back to back tournaments as well as being champions on three different occasions. We use the principles of the All Black in our own High Performing Teams.
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A practical way to improve leadership in contact centres

W. Chan Kim and Renee Mauborgne describe the extent of widespread employee disengagement in an article in the May edition of the 'Harvard Business Review.' They quote a study by Gallup (2013- 'State of the American Workplace') showing 50% of employees merely put their time in at work and 20% actually act in a counterproductive way; negatively influencing their colleagues or providing a poor level of customer service.
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Process and customer service

Early in his career, a Sysdoc consultant worked as part of the team that developed one of the first telephone banks. The bank launched in the late eighties and it was a highly creative project at the time.
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A successful case of staff involvement

An organisation introduced a performance management system in the contact centre.  It was the first time that this had been tried and management, along with Human Resources, put a great deal of effort into the design of the system.
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