Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
61
MEMBER
Mohammed Albadrani
Security System Coordinator
5
MEMBER
Ben Oxford
Head of Digital Crisis Support Services
251
MEMBER
Sam Zuccarello
KPI Manager, Human Resources
227

NICE Systems - ContactCenterWorld.com Blog

Mattersight To Attend 19th Annual Customer Contact Week

It’s just a couple of shorts week until the 19th annual Customer Contact Week (CCW) event, and we couldn’t be more excited. CCW’s inspirational keynotes, in-depth educational opportunities, and community-oriented approach form a memorable experience for all attendees. With more than 2,500 customer care, CX, and contact center leaders under the same roof, there are endless opportunities to learn about developing customer loyalty, building retention, and improving brand strategy.

We’re also thrilled to share that we are co-presenting with Macy’s during an IDG (Interaction Discussion Group). Mattersight along with Macy’s Director of Omnichannel Contact Center Strategy, Adam Schmitt, will lead the discussion titled, “Build the Business Case for AI and Automation” on June 21 starting at 11:00 a.m. PT. The discussion will highlight how AI impacts change in the enterprise, and where to uncover hidden cost savings.

Mattersight’s SVP of Strategic Sales, Frank Suljic, also sits on the CCW Advisory Board and will be onsite with the other board leaders.

If you’re interested in meeting while we’re onsite, swing by our booth – #920!

Source: https://www.mattersight.com/blog/mattersight-attend-19th-annual-customer-contact-week/

Publish Date: June 14, 2018


Personality Matters in Coaching

Editor’s Note: This article was originally published in September 2014 and has been updated to align with Mattersight’s new naming convention for personality styles .

I’ve received some really great coaching over the years. I remember once when a Sr. Exec. I respected took me aside during a client meeting and coached me on saying “we” versus “I.” To this day, I agree it is much more effective. I didn’t lose ownership by making that small change; I actually increased it. Good coaching made me a more impactful presenter. I’ve received great coaching on my golf swing; great defined by how responsive I was to the coaching versus any improvement to my actual swing.

I’ve also received coaching in and out of work that resulted in me being demotivated, demoralized, and discouraged. The intent of the coach was to help, the content was appropriate, and the feedback was accurate, but there was something in the delivery that made me dig in my heels and resist. And I know by the response that my coaching is not always received in the manner intended as well.

How does this happen? Why does this happen? The simple answer is that personality matters in coaching. While the content is important, the delivery determines if the coaching will be effective or fall on deaf ears. Consider the person you are about to coach and how they will best hear the message. After all, “Communication is about what is heard, not what is said.”

Years ago, I had a Connector (warm, sensitive, and caring – a true people person) team member tell me: “Coach me on the difficult things; I want to hear them. I want to keep getting better. Just be nice when you are doing it.” Her words made me realize that sometimes I wasn’t as direct with her because I didn’t want to hurt her feelings. And she knew it, which made her feel bad. This is a tough cycle to break with no winners.

For an Organizer (logical, linear, and responsible – data is important), avoid the “sandwich.” You all know the coaching approach I mean; a positive, a constructive, and another positive. This is a practice that is mostly designed for the coach to feel better about the session because we all know what is coming! With Organizers, being direct, to the point, and supportive with specific examples or data points is most effective. Make it about the “how” by providing steps or a process, which is a logical approach. Establish a timeframe and align on expectations.

With Advisors (dedicated, observant, and conscientious – respect is key), the key is to point out the opportunity without saying “you’re wrong.” When the relationship is solid with an underlying respect for both parties, a coaching session is productive and actually strengthens the relationship. If the relationship is not a comfortable one, include a sincere “why” in your approach and avoid the word “but.” Try saying something along the lines of: “I know we don’t always see eye-to-eye; however, I do want our team to succeed in delivering excellent customer care to our customers. And you are a member of our team which is why I want to talk with you today about X.”

Coaching Originals (spontaneous, creative, and playful – show your support) successfully is easy if you don’t make it a serious, complicated message. After all, there’s never been a study showing that you have to be serious to be successful! Keeping it light can be difficult for some coaches; a tip I use is to think about an Original that I enjoy spending time with and I think about how they should be coached. I use that as my foundation for the session.

Try this two-pronged approach of content and personality in your next coaching sessions to see if personality really does matter in coaching.

Source: https://www.mattersight.com/blog/personality-matters-coaching/

Publish Date: May 23, 2018

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5421 
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5729 
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 698 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =