Silvia Lulka

Bio

Silvia Lulka, ACC, BCACC
Director Coaching, Rogers Communications

As the Director, Coaching, Silvia leads the internal coaching function for the Rogers call centers. She built and implemented the coaching strategy that resulted in Rogers winning the International Coach Federation’s International Prism Award. Her work is grounded in her ability to drive cultural transformation by enabling and trusting people to do their best. She is driven by helping people and organizations achieve what they thought not possible. Silvia takes an integrative approach to everything she does and describes her role as being a coach to the organization as a whole. She has over 20 years of experience in business, having held Human Resources leadership roles in various industries in North America.

Silvia has a Master of Industrial Relations and a Bachelor of Arts (Honours) in Sociology, both from Queen’s University. A life-long learner, she credits her Montessori roots for her curiosity and ongoing pursuit of knowledge. She is a Business Coaching Advantage Certified Coach and has been granted the designation of Associate Certified Coach through the International Coach Federation.

When she isn’t at work, Silvia loves to re-discover the world through the eyes of her ten-year-old son and eight-year-old boy-girl twins.

Abstract

Building Bridges and Crossing Boundaries: Integrating Coaching into Call Center Operations and Building a Culture One Conversation at a Time

Rogers Communications is a large Canadian diversified communications and media company. To achieve the desired customer experience, we set out to deliberately create a culture of customer-centricity and employee empowerment in our call centers.We chose coaching as the enabler of this behavioral and cultural transformation and embedded an internal coaching function into call center operations. Our results show sustained improvement across financial, customer and employee metrics. We were awarded the ICF’ s International Prism Award.


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