CFS and Academee Talk Positive
Academee and Co-operative Financial Services (CFS) are co-presenting a seminar at the CCF Conference, part of the industry-leading Call Centre Expo. The seminar, 'Talking Positive: Co-operative Financial Services Take Customer Service to New Heights,' takes place at 1.30 pm on Thursday, 27 September at the Birmingham NEC, and will give you a fascinating insight into how an organisation already renowned for great customer service is taking excellence to the next level.
Talking Positive, an innovative, far-reaching learning and development programme, designed and delivered by Academee, is helping CFS to create a shift in culture, change behaviour and promote a new style of leadership.
The seminar will provide a real insight into how:
- A cultural change programme can help develop a positive environment where individuals not only understand what great service is, but also how to deliver it
- The use of positive language can develop a positive mindset
- Developing the leadership, motivation and coaching skills of team managers can impact on the performance of call service agents, and subsequently on customer service
- Learning and development throughout the contact centre not only develops skills and understanding but also creates a buzz, changes behaviour and builds a new culture.
The seminar will be jointly presented by Academee's Dr Jo Cheesman and Ann-Marie Stagg, Head of Insurance Services at CFS. Ann-Marie is at the forefront of the UK's contact centre and customer service industry. Chair of the Call Centre Management Association and General Secretary of the European Confederation of Contact Centre Organisations (ECCCO), she was named 'European Call Centre Industry Champion 2006.'
Learn first hand how the innovative Talking Positive programme is helping CFS to create a shift in culture, change behaviour and promote a new style of leadership.
