Ember Talks – Managing Mindset Change

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Often in contact centres we use titles such as ‘Customer Service Advisor’ for our frontline teams. We label the contact centre ‘Customer Support Centre’ and have a culture focused on CSAT, FCR and AHT. When the organisation begins to lose market share or the sector hits harder economic times there can often be a renewed focus on maximising the value in enquiries, quotes and orders. This can be met with fear and resistance from the front line – “I wasn’t recruited to be a salesperson” is a common reaction. It is important to support the mindset shift required by providing the relevant learning and coaching. In this session Carolyn Blunt will detail some practical examples of tried and tested projects that have facilitated the new mindset and led to more enjoyable, confident and valuable conversations across all channels.

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