1. Employee and Customer Satisfaction
2. Retention Rates and Absenteeism
3. Efficiency and Productivity
4. And So Much More (That You're Not Even Aware of)

Date:

Dear Fellow Contact Center/Customer Service Executive,

Leading is a tough job:
Even tougher without proper training and development!
So, what are you doing to ensure your middle managers receive the proper training, support and guidance needed to achieve success after being promoted to team leader, coach, or supervisor (front-line leader)? Based on some of the clients we've worked with, very little is being done to prepare front-line leaders for success, before or after they receive the most critical promotion of their career.

• Are your Contact Center Team Leaders and Supervisors truly prepared for the job?
• Are they just promoted and then left to wander aimlessly?

In fact, we personally tested this unfortunate phenomenon while presenting at a contact center management association conference. In a large room filled with contact center professionals from various companies, only two attendees raised their hand when asked if their company offered any form of front-line leadership development training. And, to truly make the point, both attendees worked for the same company!

This harsh, yet not surprising, reality was further supported by an article written by Brad Cleveland, former President and CEO of ICMI, which stated...

• Nearly two in three centers (63.7%) do not provide any formal training for new supervisors before they assume their responsibilities
• More than half of respondents feel that new supervisors do not receive enough training in their contact center
• More than two thirds feel that existing supervisors do not receive enough ongoing training.

In the Absence of Adequate Training and Development, Front-Line Leaders are at High Risk of Failing, That Means You Lose Time and Money.
Your front-line leadership positions are your most important, yet often least appreciated role. Without a doubt, a front-line leader's job is demanding, often quite confusing, and generally undervalued by the employees they lead and the managers they follow. This painful reality is further complicated when front-line leaders are not adequately trained to perform the functions of the job, nor provided the tools and ongoing development needed to reach their full potential for success.

So, How Did The Front-Line Leader Get Here In The First Place?
Many hard working contact center SMEs were promoted into front-line leadership positions. Sure, promoting the department's top performing employee to team leader, coach or supervisor may seem like a good strategy. You know... the employee with the most tenure, the best attendance record, the most positive attitude...But, placing any employee in a position of authority without providing the proper leadership training and development generally opens a clear path to disaster. So, why are so many front-line leaders missing out on the development they need to achieve success?

The Untapped Resource!
The common challenges we hear when meeting with senior executives, particularly in contact center and other production-oriented environments, are increasing operating costs, declining customer satisfaction levels, and inefficient processes. All of which, seem to walk hand-in-hand with declining employee retention rates, and poor productivity and performance levels.

However, when we ask senior executives how they have leveraged their front-line leaders to overcome business challenges, many seem puzzled by the question. The conclusion- front-line leaders are not effectively leveraged within most organizations. In fact, they are not often 'viewed' as a viable solution to address a company's pressing issues. Sure, they are the first ones tasked with executing upper-management's strategies and the first ones held accountable when upper-management's goals and expectations are not met. But, at what point in the strategic plan were these front-line leaders provided the right tools, information, training, and development needed to execute successfully? Here lies the problem.

Barriers...
There are far too many barriers blocking front-line leaders. From their perspective, the problem is that 'upper-management' promises leadership training and development, but rarely delivers. Or worse, the manager or director doesn't seem at all interested in the front-line leader's professional growth or development; perhaps a little intimidated by their subordinate's potential for greater success. Regardless of the reason, front-line leaders are being robbed of the resources they need to achieve their full leadership potential... and your business suffers because of it.

Often, a front-line leader's desperate plea for ongoing training and development is met with a few common excuses such as:

• "I'm sorry. We don't have money in the budget to send you to training!"
• Or, the ever so popular, "Our workload is too heavy; you can't afford to be away from the office to attend a training class right now."
• "We can't afford to allow you AND all of your peers to attend, so we are not going to permit anyone to attend at this time!"

Do any of these development-limiting excuses sound familiar?

More Barriers...
A client recently told us how difficult it was to provide leadership training to her front-line leaders. With a decentralized structure, her office did not have the training resources, or the funds to develop and deliver a structured leadership training program. As a result, her high-volume, fast-paced office with more than 500 employees consistently struggled to address the demands of the rapidly growing business.

Because most front-line leaders' time is consumed with addressing employee attendance, behavioral and other corrective action related issues, they have little time to focus on process improvements, goal attainment, or increasing customer satisfaction.

Sure, they eventually develop solid skills for 'putting out fires,' but constantly functioning in a reactionary mode makes it impossible for front-line leaders to develop the proactive planning and execution skills needed to achieve excellence.

Unfortunately, many companies experience this vicious cycle, and seem to settle for it! But, what happens when the cycle is broken? Can highly-skilled, highly-trained front-line leaders truly help companies achieve their full potential? You bet they can!

More is Expected; Less is Invested!
In today's competitive global marketplace, the cost of doing business will continue to rise along with customer expectations for quality products and services. More and more companies are downsizing and running leaner operations… It's no doubt that business leaders will continue to place greater demands on their front-line leaders to deliver exceptional outcomes and lead their teams to achieve unprecedented results.

Unfortunately, many front-line leaders are not properly equipped with the knowledge, tools or skills needed to meet these demands. Therefore, if companies truly want to remain competitive and realize their full profit potential, they must reverse this trend.
The Value of Highly-Skilled, Highly-Trained Front-Line Leaders!
What if your front-line leader mastered the art of...

• Communication
• Strategic planning and implementation
• Conflict management and/or performance management
• Motivating, and inspiring others

How would that increase your company's overall level of success? Would it increase employee engagement and job satisfaction? How about your company's potential for greater profitability, improved customer loyalty, and increased quality?

Front-line leaders play one of the most important roles within a company. They set the pace, the standard, and the tone within the group(s) they lead. When properly trained, developed and continually coached, they have the potential to produce high-performing, highly-motivated teams. However, with little training or in many cases, no training at all, front-line leaders will struggle to perform the basic leadership functions of the job.

Remember, the path to achieving greater profitability, improving customer and employee satisfaction, and increasing quality invariably travels through highly-skilled, highly-trained front-line leaders. Therefore, an important question you must ask youself is, "Have I truly prepared my front-line leaders to assume the company's most powerful leadership position?"

Collectively, our team has over 10 decades of experience across many business segments, mostly Contact Centers.

Davy Tyburski- Davy is an international speaker, author and executive coach. He has presented his proven strategies and techniques to many individuals, companies and organizations including the National Association of Credit Management (NACM), Master Lock, the Walt Disney Company, Medtronic, Good Year, Kellogg's and Microsoft to name a few. Davy has earned several achievement awards including the CEO's Award of Excellence, two-time member of the President's Inner Circle and President's Club.

Jim Bagnola- Jim has delivered his Leadership strategies and techniques to clients on six continents in both the private and public sector including Motorola, U.S. Department of Defense, NASA, NATO, Shell Oil Company, Siemens, and The United Nations just to name a few. He is listed in the Top 30 of the World's Leadership Professionals by Leadership Gurus International. He joins other notables such as Tom Peters, Stephen Covey, and Tony Robbins.

Carol Trostle- Carol's commercial and government clients include health care, financial, hospitality, telecommunications and retail. Her decades of experience have evolved into a proven methodology for building and implementing customer contact solutions addresses four key areas: people, customers, operations, and technology. Underpinning all these areas is a rigorous focus on quality, with a keen eye to ensuring a positive return on investment.

Greg Jerralds- Greg is a professional speaker, author, leadership coach, and senior leader with more than 20 years of experience leading high-volume, high-performing customer service call center and production center operations. He began his leadership career at the age of 19 as a customer service supervisor. Since, he has held leadership positions in financial services, healthcare, pharmaceutical, insurance, and medical device industries. Greg holds a BSBA in International Management.

Why Did we Create This One-of-a-Kind Leadership Program?
Recently, during one of our live events, Greg Jerralds, was conducting a leadership session to a San Antonio teleservices association. He asked this question to a group of 50+ attendees, "How many of your companies offer an ongoing leadership development program for your middle managers? Less than 5% of the attendees raised their hands.

So at the next event (held in Austin), we wanted to see what the response would be to the same question, "How many of your companies offer an ongoing leadership development program for your middle managers? Again, less than 5% of the attendees raised their hands.

This was quite puzzling to us, because over our extensive careers, Middle Management Leadership development was always on our top 3 list. We made a few calls to find out why 95% of the companies did not have an ongoing Middle Management Leadership Program in place, here were the top 3 responses:

1. We don't have time to develop it and we don't have time to send anybody to it
2. We don't have the money (They said 'budget')
3. Such a program does not exist

Furthermore, in the Society For Human Resource Management (SHRM) 2009 Employee Job Satisfaction, we also discovered additional data that further demonstrates the need for an ongoing Leadership development program because...

• 76% of employees rated "Importance of Career Advancement Opportunities" as important or very important
• 79% of employees rated "Importance of Career Development Opportunities" as important or very important

So, as a Senior Contact Center/Customer Service executive, "What are you personally doing to help your Middle Managers in these two critical areas?"

1. Improve Employee and Customer Satisfaction
2. Decrease Retention Rates and Absenteeism
3. Increase Efficiency and Productivity
4. And So Much More!

...Without Disrupting Your Daily Operation!
It's amazing how many Contact Center/Customer Service Executives do a double-take when we tell them that we're revealing the leadership secrets of senior executives with middle managers and especially when we tell them how this one-of-a-kind leadership development program works with their schedules instead of against them! Who has time to send their middle managers to leadership development classes for hours at a time?

Also, in this current economic environment where most companies are cutting back employee training and development, smart companies are ramping up investments in middle management leadership training. Think about this, what if every one of your middle managers (Managers, Supervisors and Team Leaders) was able to:

• Think, plan and strategize, just like you
• Gain the level of respect, admiration and loyalty from their team members that get results, just like you
• Discover how to gain buy-in and support from their staff and never lose it, even from their most disengaged employees, just like you
• Inspire their people to desire the level of self-direction and ownership needed to execute assignments flawlessly, just like you
• Connect their employees' goals and performance with your company's corporate strategy, just like you
• Gain new ways to unleash the full potential of their people, and make them want to succeed, just like you
• Build teams of bottom-line focused people who desire self-motivation, empowerment, and accountability of themselves, just like you
• Discover ways to define, communicate, and implement team and department goals and strategies that get results, just like you

How would your contact center/customer service department and your company change forever?

Finally, There is a Done-For-You Middle Management Leadership Program That Enables You to "Walk The Talk" by Implementing an Ongoing Middle Management Leadership Program...

1. It only requires 10-minutes a week from your Managers, Supervisors and Team Leaders
2. It's less than $1/ day per Manager, Supervisor and Team Leader

Now is the time to take action because we're granting ONLY  40  20 companies in the San Antonio/Austin area 30-day trial memberships to our program so you can see for yourself what your team has been missing out on!

That's right, 20 companies will have exclusive access to our Contact Center/ Customer Service Middle Management Leadership Program. This program works with your schedules, not against them. Each week, we reveal a new Leadership Secret to your Middle Managers (via our 10-minute audio link that is delivered right to their Inbox with a copy to you.)

They also get access to a private link on our website that enables them to listen to the 10-minute audio as many times as they like via the Internet. Not only that, they can even download the audio to their computer, iPod, or another MP3 player!

When we put this one-of-a-kind weekly leadership coaching program together, many told us that we were not charging enough because our coaching program is unlike anything that's available on the market today. They kept reminding us about the power of ongoing leadership development and how top leaders can completely turn things around by equipping middle managers with the right leadership skills.

How much is advancing your middle managers leadership skills worth to you in terms of instantly increasing employee productivity, lowering stress, and reducing turnover? $2,000.00, $3,000.00, maybe even $5,000.00 per month?

Truth is... the cost of a leadership gap may be higher than you think: lost opportunities, lost customers, lost profits. Don't wait for the damage to become irreversible.

So, How Much is One New Leadership Strategy Worth to You and Your Company?
What if your team implemented just ONE new leadership strategy from our program which leads to greater retention, increased morale, or improved productivity or efficiency gains? What would you be willing to invest in order to achieve these kinds of results?

Here are a few strategies and techniques your team will learn:

• Discover how senior-level executives, think, plan and strategize to help increase your exposure, get you selected for key assignments, and increase your potential for advancement
• The step-by-step approach toward gaining the level of respect, admiration and loyalty from your team members that get results, even if you lead over 300 employees
• Discover how to get gain buy-in and support from your staff and never lose it, even from your most disengaged employee
• How to inspire your people to desire the level of self-direction and ownership needed to execute assignments flawlessly
• The real secret to connecting your employees' goals and performance with your company's corporate strategy
• Find out why motivating employees is an outdated and ineffective strategy
• Uncover inexpensive, yet proven ways to increase your leadership knowledge, skills, and abilities every month
• Gain new ways to unleash the full potential of your people, and make them want to succeed
• Build teams of bottom-line focused people who desire self-motivation, empowerment, and accountability of themselves
• Discover ways to define, communicate, and implement team and department goals and strategies that get results

Each week, we deliver cutting-edge senior-executive Leadership strategies that help your team:

• Heighten their sense of self-awareness and self-esteem needed to make difficult decisions quickly and accurately while successfully gaining support
• Leverage their personal leadership style to become a more positive leader and keep their career on track (even better than they have so far)
• Indentify leadership"blind spots" to proactively avoid costly mistakes that result in losing customers and employees, and damaging relationships
• Build teams of goal-oriented employees who hold themselves and others accountable to achieve extraordinary results
• Gain influence through effective communication and collaboration techniques that get them noticed and their ideas supported
• Discover the mindset of leadership excellence used by top executives to promote continuous improvement and process excellence
• Obtain solutions to real-world leadership challenges that help them steer clear of career-damaging traps, flaws, and mistakes (which they may not even be aware of)
• Acquire the tools and resources they must have to become a skilled and effective agent for positive organizational change
• Identify and overcome barriers to change, and leverage team and organizational diversity to create a more collaborative team environment

Many Senior Contact Center/Customer Service Executives say they want leaders (Middle Managers) who think and act like them but their actions do not match their words. Their buzz-words to their middle managers ring false when their subsequent actions contradict their words.

How can they expect their middle managers to think, plan and strategize, just like they do, if the senior leader does not even provide an ongoing program that develops their knowledge, skills and abilities? Now is the time to "Walk the Talk."

Sometimes...Even We Don't Listen
Sometimes, we do not take the advice that is offered to us. Many have told us that our proven and time-tested leadership strategies, techniques, and methodologies incorporated in our weekly Leadership Program are worth $2,000.00, $3,000.00, even $5,000.00 per month!

We're so confident that we'll deliver outstanding value to you and your company that we're giving you a 30-day trial, $1,894.00 value, in our exclusive ‘Done-For-You' Leadership InnerCircle™ Silver Coaching Program. Here's what get:

1. Each Middle Manager (up to 30) Receives Our Weekly, "10-Minute" Leadership Audio Clip delivered right to their Inbox, $1,794.00 Value
2. Monthly Leader "Tip-Sheet" Reinforcing the Weekly Leadership Tips, $100.00 Value

Once your 30-day trial membership in our exclusive ‘Done-For-You’ Leadership InnerCircle™ Silver Coaching Program is complete, if you choose to continue, you'll invest the low monthly discounted charter member rate of $897 per month (retail value $1,894.00). Plus, you can cancel at any time because there are no long-term contracts or long-term commitments required.

100-day FREE Bonus #1, $600.00 Value
30 Copies of "The Leader’s Guide to Performance Management" Book. This book delivers powerful strategies to transform employees from individual contributors and team members to the ultimate strategic partners!

100-day FREE Bonus #2, $500.00 Value
One 30-Minute "Leadership Partner" Call. You receive a FREE 30-minute, one-on-one coaching call focused on you and your leadership skills. It's amazing what we can get accomplished together in just 30 minutes when you are prepared with the specific issues and challenges you'd like to resolve!

• You experience a laser-focused discussion to address your most pressing leadership challenges.
• You gain access to our decades of real-world leadership experience and diverse business knowledge.
• You receive immediate one-on-one feedback on your leadership ideas or concepts.

100 day FREE Bonus #3, $197.00 Value
You'll also receive our just released 60-minute DVD titled,"The World is our Family: Focus on What is Right With the World" absolutely FREE. This unique, thought-provoking live and uncut keynote presentation was filmed in the beautiful State of Hawaii. Jim Bagnola has,"never met a people he hasn't liked."

• Hear a sequence of inspirational and motivational stories from diverse backgrounds, cultures and nationalities.
• Learn about the unforgettable people Jim encountered while visiting many countries. .
• Most importantly, Jim will share with you the valuable leadership lessons he learned while traveling around the world (over 70 countries)

As a review, here's what you receive when you enroll right now:

• 30-day trial, $1,894.00 value, in our exclusive ‘Done-For-You’ Leadership InnerCircle™ Silver Coaching Program
  • Each Middle Manager (up to 30) Receives Our Weekly, "10-Minute" Leadership Audio Clip delivered right to their Inbox
  • Monthly Leader "Tip-Sheet" Reinforcing the Weekly Leadership Tips

Get Started Now for ONLY a Small, One-Time Processing Fee of $97
(Covers the necessary system set-up charges to get your team up and running FAST)

"OK, Here's How to Get Your 30-Day Trial..."
To activate your 30-day Trial in the Done-For-You Leadership InnerCircle™ Silver Coaching Program, enroll now using our secure online registration form below.

You will only invest a one-time processing fee of $97 USA, which covers the necessary system set-up charges to get your team up and running FAST, then, after your first 30 days, you will be automatically charged the lowest price we will ever offer this program at...only $897 per month which is our Charter Membership rate.

Please understand... we're assuming ALL the risk and putting ourselves on the line for you, especially considering how much VALUE we're delivering. Remember, if after the 30 days, or anytime thereafter, you want to cancel your membership, simply let us know by contacting customer service at (210) 497-1948 x105 or info@leadershipinnercircle.com. No questions, no hassles, no hard feelings, no long-term commitment.

You must be completely thrilled, or we DON'T want you in the program! That being said, we know that once you experience our Done-For-You Leadership InnerCircle™ Silver Coaching Program, you'll be hooked, because you'll be blown away with all of the strategies and techniques to help your middle managers increase their Leadership qualities…the same leadership secrets used by Senior-Level Executives!

You Have Nothing to Lose and Everything to Gain!
Best Case: You receive a tremendous return on your investment in the Program because it works! Your middle managers will begin to advance their career by gaining access to the leadership secrets of senior-level executives to instantly increase employee productivity, lower stress and reduce turnover. In addition, they’ll begin to realize even more value because they’ll implement the strategies and techniques included in your FREE Bonus gifts!

Worse Case: You give the Program the"old college try"...and nothing happens. That's unlikely... but simply cancel your membership with no questions asked. You can't lose...unless you procrastinate and miss out on this limited-time charter membership offer.

If top, highly successful, Senior-Level Executives have professional coaches and mentors to help increase their leadership qualities, then why shouldn't your middle managers? (Particularly when there is absolutely NO FINANCIAL RISK)...and due to a limited number of charter memberships (only 20) available, this is one decision that you definitely do not want to delay until tomorrow.

There is a very real...and very serious chance that this special opportunity and these extra bonuses will not be around for long. This could be the best leadership development decision you ever make!

Yours in Leadership,

The Founders of LeadershipInnerCircle.com

P.S. If you have any questions about the Program, please feel free to call us directly at (210) 497-1948 extension 105. We know it's always nice to have a real person behind the words on a page...and we will be more than happy to talk with you between the hours of 9:00 am and 2:00pm CST.

Enroll now before the 20 Austin/San Antonio slots are gone!

Closing Thought:
"Talk is cheap! This is your opportunity to STOP providing lip service to one of the most important assets of your operation and START delivering what really matters in today's competitive environment!"