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Printable Handouts
Navigable Slide Index
- Introduction
- Personal info
- What to win?
- The Model of Excellence
- Explicit standards
- Consistency
- Sustainability
- Contact centre coaching
- Continuous improvement coaching
- Mystery shopping and contact centres
- Personal drivers
- Continue and Begin
- Celebrating success, planning improvement
- Continue and Begin usage
- Continue and Begin - 4 quality questions
- Continue and Begin - good management
- Observation or judgement? (1)
- Observation or judgement? (2)
- Judgement examples
- Observation examples
- Structure of Well-Done-Ness (1)
- Structure of Well-Done-Ness (2)
- Language that hinders (1)
- Language that hinders (2)
- Language that helps
- Can't to Can
- Can't to Can - the "why" question
- Can't to Can - freedom questions
- Can't to Can - Q flow
- Taking action
- The Model of Excellence in your contact centre
- Find out more
Topics Covered
- The model of excellence
- Explicit standards
- Contact center coaching
- Personal drivers
- Continue and begin
- Observation or judgment?
- Structure of well-done-ness
- Language that hinders
- Language that helps
- Can't to can
Links
Series:
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Talk Citation
Drake-Knight, N. (2009, July 30). Growing great contact center communicators [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved November 23, 2024, from https://doi.org/10.69645/TKEE7791.Export Citation (RIS)