Improve Contact Centre PerformanceCreating Confidence

Nick Drake-Knight

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‘What Customers Want’A Proven Rationale

What Customers Want = (Understand Me) + (Add Value for Me) + (Make it Easy for Me)

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How can you apply

What Customers Want in your contact centre?

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A New Approach to CoachingClass-leading contact centresRecorded, Observed, ReflectiveBuilds confidence - Continue To celebrates successStretches with Begin To commitments Fast – takes just a few minutesFeeds into appraisalContinue & Begin Fast Coaching®

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A New Approach to Coachinghttps://www.youtube.com/watch?v=0K3toSO1JhE

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Changing Employee Mind SetsClass-leading contact centresBreaks through limiting beliefs – ‘Tissue Paper Prisons’Changes employee perceptions of possibility Suspends restricted thinkingMotivation through ‘future feeling’Carefully crafted language patternsCan’t to Can Belief Busting®

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Language to AvoidThe But Monster™Modal Operators of Necessitye.g. should, must, need to, have to, got to, ought to“If I were you…” “Why can’t you?”Chocolate Praise™ (vs Structure of Well-Done-Ness™)

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Constructive Language PatternsWhat did you think?What were you pleased with?What else?Summarise, record & celebrateWhat would you like to do differently?Summarise, record & commit

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Summary1. Understand me, Add Value for me, Make it easy2. Explicit Standards, Consistency, Sustainability3. A new approach to coaching4. Changing employee mind sets5. Language to avoid6. Constructive language patterns

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Nick Drake-Knight Author of

Boomerang! Coach Your Team to be the Bestnick@ndk-group.comwww.ndk-group.com@NDKgroup+44 (0)7870 904636