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International Coaching Federation
JANUARY 22, 2024
In our fast-paced world, where change is constant, your contact details and interests may change. You can also manage your ICF email subscriptions to ensure you are receiving the content you are interested in. The post Proactively Review Your Contact Information appeared first on International Coaching Federation.
International Coaching Federation
FEBRUARY 28, 2024
In our fast-paced world, where change is constant, your contact details and interests may change. The post Proactively Review Your Contact Information appeared first on International Coaching Federation. To ensure you receive emails from ICF, it is good practice to periodically complete the following steps.
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McKinsey
MAY 9, 2020
Contact tracing, a venerable public-health approach, is being widely applied in the fight against COVID-19. Collaborative public-health and private-sector efforts are addressing new social and medical challenges in diverse ways.
McKinsey
JANUARY 20, 2023
By using facts rather than outdated assumptions, companies can shape their customer service strategies to better answer consumer and employee needs.
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
Somewhere in a global contact center, there is an agent who has spent the last 8 hours answering questions from disgruntled customers. On the other side of the world, another agent is conducting surveys and can’t seem to keep a caller on the line. All of these factors lead to dissatisfied employees and potentially agent attrition.
McKinsey
FEBRUARY 2, 2019
Companies without advanced analytics are leaving significant customer-service improvements on the table. But to fully reap the advantages of advanced analytics, organizations must have the right foundations in place to make the most of their data.
Let's Grow Leaders
SEPTEMBER 18, 2020
Website: [link] Contact: [link] [link] [link] [link] Get Jeff’s Book, The Creative Mindset: The post The Creative Mindset – Interview with Jeff DeGraff appeared first on Let's Grow Leaders.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. They attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. But scripts have had a variety of issues. In some cases, legal requirements mandated that scripts be read verbatim, word for word.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce.
Speaker: Kate Nasser, The People Skills Coach™
Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. Great collaborative coaching awakens and guides an agent’s ability and choices with customers in a wide range of situations.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Engagement integrates their personal goals into their work so they not only bring the quality the contact center requires, but each person feels cared about and cared for in the process — like customers require. Best practices for leaders in the contact center to truly get to know their employees and gain mutual trust.
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