Contact Centres Leadership And People With David Holmes
In this episode Lee talks to David Holmes who has worked in Contact Centres and Customer Operations across Sales, Customer Service and Digital for some of the biggest companies in the UK, currently Operations Director at Cigna Healthcare. Lee and David chat about success and its definition, “harmonious friction”, the team leader role and how open mindedness can make the difference.
KEY TAKEAWAYS
Find the job that generates enthusiasm in you. Learn to enjoy challenges to your methods and thinking. Having an open mind and being willing to listen is important. There is only negative feedback or constructive negative feedback. Generally it is about something that needs improvement. Positive feedback is affirmation. Being a team leader is about being able to look forward to a destination and then planning on how to get there. It's ok to bring people outside of the business to be critical and challenging in a way that those inside are too invested to achieve.
BEST MOMENTS
‘Just when you think you’ve seen it all, someone comes along and shows you something new.’ – David
‘What is it that excites you about what you do and why? I love working with people, Lee.’ – David
‘That “harmonious friction” generates my passion and I hope I never lose it’ – David
‘Let’s talk about your past actually. What is it that people saw in you to allow you to create this history?’ – Lee
VALUABLE RESOURCES
Business Problems Solved Podcast
ABOUT THE HOST
For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.
In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.
Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.
CONTACT METHOD
You can contact Lee Houghton on 07813342194
