Will visualization / NLP help CC pros?

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Director

Jayakartha

Will visualization / NLP help CC pros?
Being a part of the training industry, I was just wondering the use of NLP in Call centre training.
Ours is a dynosian (star) culture organization committed to Individual and Organizational performance excellence through NLP, experiential learning and attitude reengineering systems.We have qualified and highly experienced NLP coaches and Master practitioners (cert. from NFNLP Fl.,USA)as a part of our guild of faculty.We are currently in the process of designing modules based on NLP( Neuro linguistic Programming)combined with experiental learning process in outdoor sessions towards maximizing excellence for the call centre professional.
Considering your experience as a part of the call center industry, do you think its necessary?
p.s If you need more info on NLP visit www.nfnlp.org [or chennai based NLP/other training visit www.jayakartha.org]

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NLP - the cynical viewpoint
Considering your experience as a part of the call center industry, do you think its necessary?

I have 10 years experience and am a qualified trainer. There are always numerous debates learning and develpment circles as to the worth of NLP. Both sides always remain polarised and it is notable thatmany NLPpractitioners/converts are fervent and display a missionary liek zeal when comunicating about the benefits. Frequently howver there is no empirachal evidence and an objection that is always raised is the credence that practioners place upon person examples however non of the examples have ever happened to the practioner and they are always presented as fact.

If you'd like to read some contrary views to NLP, please view the following sites, they are certainly worht considering before embarking down the NLP road.


http://www.kevinhogan.com/NLPeyeaccess.htm

http://www.trainingjournal.co.uk/abstract/2001/010501.htm

http://easyweb.easynet.co.uk/~dylanwad/morganic/art_nlp.htm

http://www.workingpsychology.com/nlp.html

http://www.skepdic.com/neurolin.html

http://www.nlp.com/report/review4.htm

http://books.nap.edu/books/0309037921/html/21.html#pagetop

(Bottom of Page &)
http://books.nap.edu/books/0309037921/html/22.html#pagetop

http://www2.hawaii.edu/~lady/archive/research.html

http://www2.hawaii.edu/~lady/archive/research-4.html

http://www.neurosemantics.com/Articles/DownsideOfNLP.htm

http://www.watchman.org/na/nlpexpo.htm

Reagrds

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Spellcheck
Firstly I cant spell, I do however type quickly and this time forgot to re-read, how I wish there was a spellchecker on here !!!

Contact Centre Manager

Chrome Management

NLP


I'd be really interested to hear what you consider are positive trends in Contact Centre training. I'm not one to embrace something new purely because it's new but UK based CC training methodologies are, in my opinion, a little stale right now. Do you think it's more about who delivers? rather than how?

Look forward to hearing your views.

SDW

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UK training opinion
Apologies for the delay Sharon, I've been holidaying DownUnder.

You said : "UK based CC training methodologies are, in my opinion, a little stale right now"

Could you be more specific,this is a very sweeping statement with nothing backing it up.

You said: "Do you think it's more about who delivers? rather than how? "

Err no, providing the training needs anaylisis corectly identifies the skill gap and the training objectives are met by well designed training and delivery then the learning intervention is successful as long as it is followed up by managers. As with all learning interventions evaluation is frequently the key, any organisations fail to evaluate and deliver bucket training to delegates who often have previous experience.

If a manual is all thats required for learning to take place then it certainly isnt about who delivers.

Positive UK trends in my humble opinion are;
Increasing professionalism of training depts and a focus on continued professional development.
Increasing status of training and elarning depts within UK organisations.
Increasing awareness that learning and development are critical to business success and a willingness to invest in people, deliveres and technology.
Increasing investment by Govnt and society in the value of learning.


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