- Contact Centre
- Contact Center Micro
- Handling Brave Conversations: Lesson 1 Preparation
- Lesson
Handling Brave Conversations: Lesson 1 Preparation
- 6m
- Editable
Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well timed question. Having the tough conversations is never easy but if they are handled the right way can lead to the right response.
Learning Outcomes for this module include:
Understand the power of the tough conversation and learn the techniques and approach that deliver a constructive outcome with all parties.
Be able to analyze their current approach and adjust their future behavior
Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]
Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]
Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]
Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]
This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]
This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]
This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]
This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]
This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]
This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]
Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]
This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]
This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]
A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]
Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]
Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]
Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]
A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]
A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]
A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]
Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]
Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]
Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]
Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]
Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]
Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]
Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]
Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]
Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]
Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]
Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]
Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]
Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]
Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]
In this module, we will start to look at how contact center team managers can better coach their teams and the skills needed to […]
In this module, we will start to look at how contact centre team managers can better coach their teams and the skills needed to […]
In this module, we will start to look at how contact center team managers can better coach their teams and the skills needed to […]
In this module, we will start to look at how contact center team managers can better coach their teams and the skills needed to […]
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