lystn

In this episode, I discuss the project one of my students, Talvi, put together. The challenge was to help call centre staff overcome some of their past beliefs about what customer service "means", and what it means to deliver great service while still meeting quotas and KPI's. The interactive story also meant to give them a boost in confidence by asking them to go through some difficult situations that could have been prevented or diminished if the lead character was able to make decisions based on accurate data and the right motivation.    To learn more about this strategy and how it can work for you, take a deep dive here (it's FREE) www.elearningescrets.com