EMBED ENGAGEMENT BEHAVIORS
EMBED ENGAGEMENT BEHAVIORS
The Continuity Program is designed to embed the engagement attitudes, skills, and behaviors into the culture and continue to advance a culture of engagement.
Research suggests that there is a formula for skill building and habit formation. Skill building requires training,deliberate practice, coaching and feedback. With these ingredients, skill level in just about any domain will improve. We apply this model to providing your leaders and agents with the tools to embed engagement behaviors.
The Leader-Coaches take the lead role in implementing the continuity program. They continue to reinforce the engagement skills in communications, meetings, trainings, and Agent coaching sessions.
Just like coaches for Olympian athletes or professional sports teams, the Leader-Coaches can use applied sports psychology and a systematic coaching approach to improve performance. Applied sports psychology works with the psychological aspects of performance. The goal of applied sports psychology is to optimize performance and enjoyment through the use of psychological skills, which is a similar objective of the EPG 7 Step Process.
Coaches use a systematic process, which assists the individual to become more aware of their thoughts, actions, and emotions that influence their levels of engagement, their performance, and the engagement of their customers. The 7 Step Process is informed by the findings of high-performance sports psychology as well as the findings of Cognitive Behavioral Therapy (CBT). CBT is a form of modern applied psychology that emphasizes the role of thinking in how we feel and what we do. In recent years, it has gained extreme popularity because of the rapid and powerful results. Like our 7 Step Process and our Certification Programs, it relies on specific goals, action plans, behavioral checklists, practice, and systematic feedback to achieve results.
EPG PROVIDES COACHING SYSTEM & CONTINUITY SYSTEM
“ It is difficult to communicate with a customer who is emotionally upset with our service. I learned in the contact center agent workshop how to better understand the customer’s viewpoint, acknowledge their emotion, understand my reaction to their comments and talk to the customer about an agreeable solution. “
“ I learned how to manage my emotions when an angry customer calls. I now have skills to pause, reflect, listen and problem solve with my customers.”
“ I have more confidence now in how I handle difficult situations and I am looking forward to the team coaching of recorded calls for the first time.”
“ I’ve resisted upselling before. I now realize when I suggest an additional product or service I am responding to a customer need that I uncovered when I listened to my customer’s service request.”
© 2018 EPG