Great seminar from Ian Northmore – Director of Rhea Consulting (who, unfortunately, did not leave his email address in the powerpoint slide handouts). The key takeaway from the CCAS organized seminar was that Personal development planning is vital to helping teams achieve key performance targets.
While management can not force teams to undergo a personal development plan, they can nevertheless, encourage and foster an atmosphere where continuous learning is part of the culture of the organization.
About the speaker:
Ian is a Director of Rhea Consulting. He specialises in enabling businesses to achieve strategic Customer Relationship Management and has more than 15 years experience in the contact centre industry. He has hand-on experience of CRM, organization design, process mapping, project management, recruitment, training and development across a number of industry sectors. These include Set up and management of all aspects of customer operations including Customer Service, Telesales, Supply Chain Management, Process and Learning and Development areas. Improvement of the self-service IVR options in order to reduce operational costs and improve service. Prior to joining Rhea, Ian was Director of Regional Development and a key member of the Customer Operations team for Virgin Mobile (Asia). He headed up operations in Hong Kong and Tokyo for Level (3) Communications, and was responsible for ensuring a premium level of service to Level (3)’s customer base in Asia through teams of Technical Customer Account Managers.