She’s the founder and CEO of Let’s Grow Leaders, an international leadership development and training firm known for practical tools and leadership development programs that stick. Do you know that sharing best practices is one of the great ways of instigating a learning environment in an ... 2. What tools or processes do you miss from your old company? Trip, Thanks so much for sharing! We have started hosting team meetings which focus on agents giving one another – and the business – feedback. Speaking of online sharing, let’s help one another. This is … vgo('setAccount', '799045791'); It’s really cool how you publicized the topics in advance to inspire interest. Neopost display positive words on the walls for their agents to use. If you’ve got a large, geographically dispersed team, your best bet may be technology. We have ongoing staff training which defines clear processes for staff to follow. This includes identifying and recruiting the support of people who can help create demand for a … Also encourage your agents to update it weekly with different words, so the words stay fresh in their mind. Agents aren’t so good at calculations, repetition and being on hand 24/7. Required fields are marked *. We’ve rounded up some fun employee newsletter ideas, examples, and best practices to help you take your company newsletter to the next level. Having led a large sales organization at Verizon I TOTALLY agree with you. Making information easily accessible to those who need it. 16. This has led to more engaged agents who take pride in the experience we provide our customers. Your email address will not be published. Infectious Greed: A phrase used in his July 2002 testimony before the Committee on Banking, Housing and Urban Affairs by former Federal Reserve Board … You’ll then have your team actively looking for the very best that people are doing, which can’t hurt morale, and it gives everyone on your team permission to “brag” without looking braggy, since it’s a requirement. Through conversations, social media, and news media, sharing best practices is important. As they have spent time on the phones, they know exactly what situations our agents find themselves in and the specific skills they need to handle a call well. Focus on the positive solution! You’ve hired from the outside for a reason, so what are you doing to tap into the best... 2. Did the customer perceive that it was a good call? He’s busy. Free Downloads, ©2021 Let's Grow Leaders, Karin Hurt & David Dye |. It’s tough to slow down to share. This gives our agents the skills they need to take control of a call and do what is best for our customers. B = Be brave! A few questions to get the conversation going: Conclude the meeting by thanking them for all they shared now, and reinforce the expectation that best practice sharing is an important part of everyone’s job around here and that you look forward to more great ideas in the months and years to come. Now let’s move! We take these suggestions on board and make plans to implement them. We are currently making an action plan based on this customer feedback. “I didn’t want to seem braggy.” “Who am I to tell my peers who to do their job?” “My Daddy always told me, never give unsolicited advice.”. A = Answer emails from colleagues in other schools; online and elsewhere. We trained them in our Own the U.G.L.Y. 3. Be clear that the expectation is that everyone must share. These ideas serve to remind and provoke thought for sharing and receiving best practice. ULI gathers people from around the world, face-to-face and online, to share ideas and best practices. Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox. But you’re busy. Information sharing is essential. It happens all the time. Far easier to just keep doing your thing. During these sessions, we ask them to reflect on how they could improve the customer experience and show more empathy. Groups of 4 – 6 people Share a difficult situation that you successfully managed. To give staff a better understanding of how they handle customer conversations, we have started letting them listen in on some of their own calls. The design was simple, clever and cheap: top management would recognize and reward people who demonstrated an ability to cross-functionally get real value from their colleagues and cohorts. All they care about is … Nurtures A Learning Culture. Similarly, negative experiences have 9 to 10 times the power of an equivalent positive experience. In Best practices in best practices (see ‘Resources and references’ below for details), David Skyrme recommends a 6­step approach to identifying and sharing best practices. Of course, you can easily do that too. For example, when they have turned around a challenging call and delivered a positive outcome for the customer. Another term is to share “Transfer Opportunities” although the idea is to include the sharing of failures as well. Try some focused, time-bound campaigns. If you’re looking for more ways to tap into your team’s best ideas check out our new book, Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers and Customer Advocates. Your sales leaders use our unique tools to share their experiences and buyer insights. Then after they’ve had a month or so to settle in, carve out some one-on-one time to mine for best practices. Pick ONE from your group to share with everyone. If your employees are sharing job postings, you can save time and money in your recruiting efforts. Professionals who hold undergraduate degrees in mental health, or related field are invited to attend autism training. Everyone wants to talk to someone friendly – and customers usually have more patience with a happy agent. Get all the latest news straight to your inbox, Neopost display positive words on the walls, Webinar: Customer Experience Tips from Great Contact Centres, 36 Tips for Improving Performance and Quality, 50 Quick Ideas to Improve Contact Centre Performance, Anatomy of a Good Call - Best practice… The Call, eBook: Intelligent Automation and Simulation in WFM for Dummies, Whitepaper: How to Elevate Customer Experience in the Age of Digital Transformation, Contact Centre Reports, Surveys and White Papers, 10 Ideas for Improving Quality Management, Guide - The Power of Emotion in Customer Service, Whitepaper: Customer Service in Logistics, Webinar: Metrics- Surpassing Industry Standards, 21 Top Tips for Reducing Average Handling Time (AHT), Call Center Metrics: Examples, Tips & Best Practices, 12 Great Tips to Improve Call Centre Performance, Top Tips for Building Rapport on the Telephone, Erlang C Calculator Excel Including Shrinkage, Monthly Forecasting Excel Spreadsheet Template, Multi-Channel Contact Centre Calculator Tool – Phone Email Chat, The Top 25 Words to Describe Yourself on Your CV, Top 25 Positive Words, Phrases and Empathy Statements, The Top 100 Excellent Customer Service Quotes, 18 Empathy Statements That Help Improve Customer-Agent Rapport, “Sorry for the Inconvenience” – How to Offer a Genuine Apology, 15 Great Ideas to Make Remote Working Fun, 10 Employee-Focused Customer Service Goals, It’s Time to get Back to Work, but Let’s do it Safely. Here are four ways to uncover your organization’s best-kept secrets and spread them throughout the organization: You’ve hired from the outside for a reason, so what are you doing to tap into the best practices of your new hire’s former company? 4. The adopt it. Of course, just buying it isn’t enough. Identifies And Fills Knowledge Gaps. Your team works with an experienced facilitator through a proven process to identify game changing accelerators. Work with your agents on their tone of voice. It’s easier just to buckle down and do the very best you can with what you know. How Sharing Best Practices Impacts An Organization. We created two complementary yet competitive awards: “Thief of the Month” — a modest prize and high-profile internal acknowledgement for teams and small groups who “stole” an idea or innovation from another unit and successfully incorporated it into their own business; and “We Wuz Robbed” — a comparably modest prize and recognition for having one’s group’s best practice or process adopted by another internal group. In the modern age, it is no longer sufficient to simply attempt … 1. Leave a comment and share: What would you add to this list? News Room This is summarised here. There are a number of factors which determine a great customer experience: Unfortunately, getting all of these right counts for very little – and is barely memorable – if your customers don’t experience any wow moments. Knowledge Sharing: Best Practices and Tools. A former Verizon Wireless executive, Karin was named to Inc. Magazine’s list of great leadership speakers. The result is a rich dialogue you won't get from any other organization. Come to KATAC! Salespeople want to learn from other successful salespeople. Winning Wells - building clean water wells for the people of Cambodia. The companies who excel at sharing best practices don’t just rely on grassroots sharing, eg: “Hey I’ve been trying this new sales approach, you should try it too.” They instead set the expectation that sharing best practices is a key job requirement and provide teams with the tools and processes to make it easy. (cheating, ID’s, parking, tech support, etc.) Although some of it is an inherent part of the teaching role, the weight of a normal teaching load during term time and the research imperative during student vacations, can severely limit the time available to stop and think. vgo('setTrackByDefault', true);

We have found that relaxing our focus on our agents’ Average Handling Time (AHT) has increased motivation and call quality. We recently invited customers into our contact centre to let them see what we do for them as well as get their advice on what we can do to improve. We are also teaching our agents how to deal with vulnerable customers. Sales teams are quicker to respond to someone who is facing the same challenges every day – so we all benefit from using their experience to accelerate learning and best practices. Giving Back – the Winning Wells. There are lots of dusty knowledge management systems around.    443.750.1249, Meet Karin & David Karin and her husband and business partner, David Dye, are committed to their philanthropic initiative, Winning Wells - building clean water wells for the people of Cambodia. Or you’ve got departments that are separated by physical or political boundaries that stifle communication. With thanks to Ed Creasey at NICE Systems. By the same token, efficient communication makes it quicker and easier to … Assessments Engage Your Primary Level Students in Writing Practice with Live Animal Cams! For example, we’re currently working with 200 employees in a company located in five countries. Generates Creative And Innovative Ideas. Only through continuously striving for excellence, and sharing excellent ideas with others, will Tennessee be able to reach its goals of having every student ready for college and the workforce. Screen sharing should be straightforward, fast, and flexible. Not only does this share best-practice advice, it is also motivational for the agent to receive praise from their colleagues on a job well done. They are interested to know how we are doing each month and want to know how we are getting on. Set the expectation on day one that you’re going to be asking them to share best practices, so they’ll have time to really think this through. methodology to identify the strategic opportunities for their teams. Call centre agents and mystery shoppers are also involved in this meeting so we can gauge feedback from all areas.

vgo('process'); Blog We focus our agents’ training on listening skills, empathy and empowerment. When you hear a great idea, you can also talk as a team about how they’re going to try it between now and the next meeting, and you can open the next session by asking who tried it and how it went. Raises learning and creativity: When a worker shares some ideas with his team mates, creativity is … David.Dye@LetsGrowLeaders.com     Instead of being accused of “stealing an idea” they were rewarded for it. In Call Centers what I have found to work best is to put one person on the keyboard and the other person talking. It’s not enough to improve a process. Start with Your New Hires. The side effect was that people were going out of their way to identify their best practices and share with others. If you could teach everyone here one best practice from your previous job what would that be. Getting everyone involved. We are also looking into adding more customer-focused KPIs to the mix. • “This is how our employees share ideas and innovate.”. We ask Joe to share his very best practices with his peers on Tuesday. Reward the Sharing and Receiving of Best Practices. It’s important … Generating customer feedback is one of the most valued aspects to improving your service. She’s the award-winning author of four books including Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers, and Customer Advocates and Winning Well: A Manager's Guide to Getting Results-Without Losing Your Soul and a hosts the popular Asking For a Friend Vlog on LinkedIn. Learn how your comment data is processed. Using a Knowledge Sharing Tool. (function(e,t,o,n,p,r,i){e.visitorGlobalObjectAlias=n;e[e.visitorGlobalObjectAlias]=e[e.visitorGlobalObjectAlias]||function(){(e[e.visitorGlobalObjectAlias].q=e[e.visitorGlobalObjectAlias].q||[]).push(arguments)};e[e.visitorGlobalObjectAlias].l=(new Date).getTime();r=t.createElement("script");r.src=o;r.async=true;i=t.getElementsByTagName("script")[0];i.parentNode.insertBefore(r,i)})(window,document,"https://diffuser-cdn.app-us1.com/diffuser/diffuser.js","vgo"); Published On: 28th Oct 2015 - Last modified: 26th May 2017 Read more about - Hints and Tips, Customer Experience, Customer Satisfaction (CSAT), Editor's Picks, Empathy, Empowering Agents, Listening, NICE, Performance Management, Positive words. So, how do you uncover the best-kept secrets, despite these challenges? We’re totally in love with this best practice shared by Michael... 3… To further #3 – we had a large national sales force >100 people and would have the typical monthly calls focused on products or services. Channels within a team should be thought of as topics or workstreams to aid the team in organizing their work to deliver on their joint objectives. my 26 suggestions are for personal reflection for yourself or when working with colleagues. Engage Workers. Then let the agents listen in on their calls so they can learn how the customer and the agent interact – and apply this to their own calls. Have agents ‘buddy up’ with an agent who is excellent at building rapport with a customer. Execs built a simple, yet highly effective recognition program that rewarded both the sharer and the person who leveraged the idea. Knowledge sharing should be a company policy and strategy, not sporadic. I love both of these ideas. It’s awkward at best to share best practices if you’ve not been asked. Intellect is capital in this knowledge-based economy and ways of sharing content have increased everyone’s thirst for relevant information.. Sharing Best Practices: Primary Grades - Live Animal Cams. Having an exclusive corporate intranet acts as a platform that promotes social … Karin – Great points! Karin Hurt helps human-centered leaders resolve workplace ambiguity and chaos, so that they can drive innovation, productivity and revenue without burning out employees. Speedy delivery times. Your email address will not be published. We also point out moments where they show (or don’t show) that they are listening to our customers. Collaborate with Colleagues. For example, promise and deliver a call-back. ideas for sharing best practices provides a comprehensive and comprehensive pathway for students to see progress after the end of each module. Identify a clear objective or purpose. For teaching staff, developing, implementing and sharing best practice takes time. Not only does this share best-practice advice, it is also motivational for the agent to … Half of these sessions were led by local sales leaders, not the corporate teams. Here are some best practices to bear in mind when planning your internal knowledge sharing processes. Take the best of what you find and make the adjustments necessary so the best practice works for you. Stack ranked performance management systems often create behind-the-scenes pressure to hoard ideas. We find it beneficial to put ourselves through the customer journey on a regular basis. We regularly send our agents out into trade with their area Sales Development Managers. Have fun with your company newsletter. For example, when they have turned around a challenging call and delivered a positive outcome for the customer. Alternatively, take advantage of a premium plan to choose which files and applications to share and keep everything else private. Leadership recognized that business units … Put up a display board in your call centre filled with positive words agents can use on their calls. Did the agent provide great service during the call? 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Feedback is one of the great ways of instigating a Learning environment in....