The CSSP Community includes contact centers, call centers, help desks, service desks, and service portals serving customers using different dimensions of mediums from phones, chats, emails, and social networks. 

CSSP Seattle Meeting
June 27th, 2012

 

"Managing, Motivating and Marketing in a Multi-Generational Marketplace: Understanding What Makes the Generations Tick and What Ticks Them OFF"
Speaker: Anna Liotta, Resultance

Challenging times give great organizations a chance to shine and leap ahead of the competition. With four generations meeting in the workforce for the first time in history, leaders are challenged daily to  find ways to meet each generation’s unique set of values, attitude, beliefs, expectations and demands. In this  high energy, action pack presentation Anna Liotta will share Generationally Savvy™ Communication Solutions that help you turn the generations competing needs from obstacles into opportunities. Participants will take away new inspiration and ideas to turn the Generational Mix into a competitive advantage.

Meet Anna Liotta

Anna Liotta is an award-winning speaker, business consultant and author with a deep understanding of how generational demographics and dynamics can affect the landscape of business. Early in her consulting career,Anna noticed a common theme:  a fundamental lack of understanding between different generations within an organization that hindered success, trust and alignment. Further, this generational misinterpretation or breakdown, was occurring across many different industries from wealth management, legal, medical, insurance to technology and manufacturing.   Anna chose to make alignment and understanding across generations her mission, something she joyfully participates in every day, with every client.  

She leveraged her business, communications and psychology training to develop the Generationally Savvy Communication Solutions™ program – a methodology that helps clients attract, grow and retain top talent and loyal patrons across the generations.   

Anna's book Unlocking Generational CODES leverages her Generationally Savvy Communication Solutions™ program to help her readers develop strategies for optimal communications across generations. She holds a Master’s degree in Interpersonal Communication and has more than fifteen years of experience in the field of intergenerational communication and leadership.  

Anna is an adjunct faculty member in the University of Washington’s Executive MBA program, and she also serves as the chair of the institutional advancement committee on the board of trustees at Antioch University.   

Perhaps most importantly, Anna grew up in a household of six generations, giving her an insider’s view into generational communication. In addition, she is one of nineteen children, which means that each Thanksgiving, graduation, or wedding gathering is a fascinating case study. 

 

CSSP Resources

Speaker's share a wealth of information, presentation slides, and handouts in meetings.  If you missed a meeting, some information provided is posted on our website.

Click for resources

Attendees share their testimonials:

"Thank you for sponsoring "Shop Talk"!  I appreciated the invite and felt that it was great to get together with others and discuss ideas and pain points that are common in the Call Center Industry. I appreciated your insight and hearing from your experiences and others.  I hope that each of the other participants where able to take ideas away that they might find useful. Again, thank you for your time and the valuable resource tools that you’ve forwarded on." - Roy, Costco Wholesale

"Penny Reynolds did a great job training the Call Center School class for the CSSP group.  I learned a lot and appreciated the opportunity to attend." - Ann, Cutter and Buck

"Jan [McLaughlin], This is the first HTHTS/CSSP tele-seminar  I have participated in and have blocked off my Outlook for every 1^st Tuesday in the future!  As I transition from my 30 year AF career to the civilian world,  I have thought of myself a leader/teacher/mentor…but today I am a student. Thank you for the inspirational presentation." - Peter, Col, USAF

"I was very grateful to be a part of your meeting yesterday.  What a fabulous idea "Shop Talk" is!  I will certainly utilize some of the brainstorming!"  - Jamie, Costco Wholesale