Does anyone in UK or American call centres use NLP for agent training.

I am intersted to kow how it is applied, ie which subjects/skills and how it is received by agents.

Thirdly how was the idea received by management?

I have worked at a centre which used this. It was greeted with suspicion and as newfangled trickery and unapplied theory.

However when the training was reframed as simply practical tools to sell better or offer improved customer service with no reference to it being NLP training, feedback and reception was much better.

Personally I think if even just Pace, Pace, Lead was effectively put into practice the call centre world would be a much happier place!

Z

10 yrs in and still using NLP with my team and Customers, very very very effective tool