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Navigable Slide Index

1. Introduction
2. Personal info
3. What to win?
4. The Model of Excellence
5. Explicit standards
6. Consistency
7. Sustainability
8. Contact centre coaching
9. Continuous improvement coaching
10. Mystery shopping and contact centres
11. Personal drivers
12. Continue and Begin
13. Celebrating success, planning improvement
14. Continue and Begin usage
15. Continue and Begin - 4 quality questions
16. Continue and Begin - good management
17. Observation or judgement? (1)
18. Observation or judgement? (2)
19. Judgement examples
20. Observation examples
21. Structure of Well-Done-Ness (1)
22. Structure of Well-Done-Ness (2)
23. Language that hinders (1)
24. Language that hinders (2)
25. Language that helps
26. Can't to Can
27. Can't to Can - the "why" question
28. Can't to Can - freedom questions
29. Can't to Can - Q flow
30. Taking action
31. The Model of Excellence in your contact centre
32. 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:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on July 30, 2009