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How advanced analytics can help contact centers put the customer first

McKinsey

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.

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Create Commitment: 12 Habits to Build Agreement and Accountability

Let's Grow Leaders

You can help your team avoid endless discussions, analysis paralysis, and chokepoints by moving conversations to intentions to specific actions. Related Article: Help Your Team Do More-Stop (over) Talking and Start Doing 2. After all, you want to be helpful, responsive, and a team player. They work at it.

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Feeling Invisible? What to Say When You’re Feel Invisible or Ignored

Let's Grow Leaders

If you suspect bias or discrimination, please contact HR, you need more than a Powerful Phrase, you need support.) Get specific to help you determine your approach. This Powerful Phrase can help when you work with a group of extroverts who talk fast and hurry to the next topic. Here are a few questions to spark your thinking.

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How to Scale Your Leadership for Bigger Influence and Results

Let's Grow Leaders

After a decade of leading HR teams at Verizon (my largest team until that point was forty), I made a lateral leap to lead three large contact centers (about three hundred people). The contact center gig was a turn-around scene. I attended as many team meetings as possible and spent all the time I could on the contact center floor.

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Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. The aim of a script has always been to assist and help the agent, and technology has enabled many agent assist capabilities, such as real-time sentiment analysis and collaborative or dynamic scripting. But scripts have had a variety of issues.

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Case Study Limitation vs. Expansion

International Coach Academy

They also felt, as a lot of international parents do, that having a prestigious degree from an American university would help their chances in any case. While there, he was mostly supported by a grandparent who criticized his choices but wanted to help him anyway. He’d received accolades from his professors.

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Micro-Motivation: A Powerful Technique to Inspire Your Team

Let's Grow Leaders

Inspire your team, by helping them taste the win. One of the best ways to inspire confidence and performance is to help your team taste the win. Examples of Confidence Bursts to Inspire Your Team You can use this confidence burst strategy to help teams build their capacity and confidence for many different skills and initiatives.