We can classify them into these 9 steps: needs to move from each zone (A, B and C) and in what context. Develop trust with the agent. Recognize and clarify the expectations of the Organization and agents. The feedback (feedback). Towards the action from 3 domains (body, emotion and language). Join in challenges.
Reflection on what has been achieved. Evaluation of what has been achieved by the agent. Evaluation of what has been achieved by the Organization this schema is composed of a set of nine steps that will facilitate the journey towards the zone D. Although these steps are classified in an order that I think it is convenient to carry, it’s a flexible, in constant change and growth process, since we can not talk about tools that promote change if they don’t have the intrinsic capacity to change themselves. In short, we can develop any of these steps outside this order either ignore them if there is already some work previously done with the agent. However, It should be very clear what the needs of the contact center, that reach the zone D will require to know the behavior of the agent, which he himself can recognize (self-knowledge), improve your performance and your own personal transformation without forgetting what are the objectives of the organization. We invite you to discover this way, a fascinating way that inevitably take them towards the area D gives your first step with faith, it is not necessary to see all the escaleracompleta, just take your first step.