vgo('process'); Blog Encourage your team members to share their best customer interactions. Leadership recognized that business units … Speaking of online sharing, let’s help one another. Thanks for sharing your best practices with our LGL community. Alternatively, take advantage of a premium plan to choose which files and applications to share and keep everything else private. To maintain great performance in the contact centre, you need to recognise and reward your agents for the things that they are good at. Having led a large sales organization at Verizon I TOTALLY agree with you. 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. In the modern age, it is no longer sufficient to simply attempt … It’s always fun to see the excitement and responsiveness to these ideas coming from people they work with every day. Have fun with your company newsletter. There’s no question about it. We are going back to basics with our customer service training. We trained them in our Own the U.G.L.Y. Knowledge sharing should be a company policy and strategy, not sporadic. 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. Then after they’ve had a month or so to settle in, carve out some one-on-one time to mine for best practices. When you take the time to experience it for yourself, you can see how it differs from time to time and agent to agent. methodology to identify the strategic opportunities for their teams. 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. We only use internally recruited coaches to train our agents. We share our customer service results with our agents daily. 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. Here are a few ideas to kick-start thinking of new and creative ways to share our findings with others. What tools or processes do you miss from your old company? How Can AI Be Used in Contact Centre Workforce Planning? We regularly send our agents out into trade with their area Sales Development Managers. These were publicized in advance and created more interest and dialogue on our monthly calls. Pick ONE from your group to share with everyone. Knowledge sharing is here to stay. Not only does this share best-practice advice, it is also motivational for the agent to … Best practice: Create teams with a larger set of members and more channels. Identifies And Fills Knowledge Gaps. Have agents ‘buddy up’ with an agent who is excellent at building rapport with a customer. (cheating, ID’s, parking, tech support, etc.) Alienated workers do not care about performing their jobs. We have started hosting team meetings which focus on agents giving one another – and the business – feedback. How Sharing Best Practices Impacts An Organization. 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 email address will not be published. Far easier to just keep doing your thing. Be clear that the expectation is that everyone must share. We have ongoing staff training which defines clear processes for staff to follow. Share ideas through online forums. For example, promise and deliver a call-back. Inviting customers into your contact center is a great idea. We take these suggestions on board and make plans to implement them. 16. Groups of 4 – 6 people Share a difficult situation that you successfully managed. Focus on the positive solution! We focus our agents’ training on listening skills, empathy and empowerment. We’re totally in love with this best practice shared by Michael... 3… All they care about is … Engage Workers. The result is a rich dialogue you won't get from any other organization. The possibilities that social media opens up is vast and incredible, but … Share Sales Best Practices gets your team working together to boost sales, and achieve your most ambitious business goals. A former Verizon Wireless executive, Karin was named to Inc. Magazine’s list of great leadership speakers. Our readers and panel of experts share their best-practice ideas for improving contact centre performance. The adopt it. It happens all the time. Generating customer feedback is one of the most valued aspects to improving your service. Modify the best practices of other organizations to specifically fit your business needs. It is a simple thing to overlook, but checking that your agents are using ‘please’ and ‘thank you’ throughout the call can go a long way in ensuring a great customer experience. The idea is you identify the best way of doing something – either in your industry or within a pocket of your company – and you roll it out across your company to bring everyone up to the highest level of performance. ULI gathers people from around the world, face-to-face and online, to share ideas and best practices. We also point out moments where they show (or don’t show) that they are listening to our customers. We are also teaching our agents how to deal with vulnerable customers. The management team meet monthly to review customer satisfaction, agent performance, complaint levels and reasons, and average queue times. Encourage your team members to share their best customer interactions. Reward the Sharing and Receiving of Best Practices. Trip, Thanks so much for sharing! Collaborate with Colleagues. Leave a comment and share: What would you add to this list? Free Downloads, ©2021 Let's Grow Leaders, Karin Hurt & David Dye |. But you’re busy. Having an exclusive corporate intranet acts as a platform that promotes social … He’s busy. vgo('setTrackByDefault', true);It’s really cool how you publicized the topics in advance to inspire interest. Luckily, these are the tasks that machines are great at. If your employees are sharing job postings, you can save time and money in your recruiting efforts. Karin.Hurt@LetsGrowLeaders.com We bet right now you’ve got a best practice the guy down the hall could use, and he’s got one for you. It’s not enough to improve a process. To further #3 – we had a large national sales force >100 people and would have the typical monthly calls focused on products or services. • “This is how our employees share ideas and innovate.”. 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. In Call Centers what I have found to work best is to put one person on the keyboard and the other person talking. Using a Knowledge Sharing Tool. With thanks to Ed Creasey at NICE Systems. Assessments Think about it. Create a strategic plan to share best practices. Karin – Great points! Screen sharing should be straightforward, fast, and flexible. Did the customer perceive that it was a good call? Salespeople want to learn from other successful salespeople. Devise a Strategic Plan for Sharing Best Practices. Execs built a simple, yet highly effective recognition program that rewarded both the sharer and the person who leveraged the idea. For example, when they have turned around a challenging call and delivered a positive outcome for the customer. 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. For example, when they have turned around a challenging call and delivered a positive outcome for the customer. It’s awkward at best to share best practices if you’ve not been asked. Minimize the number of teams that require a person's participation. Joe wonders why he didn’t just keep quiet. And yet, most large teams haven’t figured out how to build the sharing of best practices into their cultural DNA. 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. This has led to more engaged agents who take pride in the experience we provide our customers. David.Dye@LetsGrowLeaders.com Generates Creative And Innovative Ideas. Speedy delivery times. Ron Mclean, president/CEO of the Cooperative Credit Union Association, hosted a roundtable discussion for CEOs of member credit unions with assets under $100 million yesterday, providing an online forum for CEOs from four states to exchange ideas and discuss key issues. Brilliant. 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. Half of these sessions were led by local sales leaders, not the corporate teams. Professionals who hold undergraduate degrees in mental health, or related field are invited to attend autism training. What does XYZ company do better than we do? 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. Another term is to share “Transfer Opportunities” although the idea is to include the sharing of failures as well. Before you roll your eyes, let me say that I know … We took it a step farther at our annual sales meeting setting up two half-days with 45 minute training sessions. 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. Our objective at the Autism Council is that the Rochester-area community become a leader in the global Autism community, sharing ideas and best practices. With a team of extremely dedicated and quality lecturers, ideas for sharing best practices will not only be a place to share knowledge but also to help students get inspired to explore and discover many creative ideas from themselves. Design and carry out a strategic plan to share knowledge about internal best practice with the potential users who can most benefit from it. By the same token, efficient communication makes it quicker and easier to … 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. Sharing best practices has long been critical to continuous improvement. Choose the content that you want to receive. “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.”. We hear “I didn’t know you did that,” or “Wow, that’s a great idea!” They’ve already learned something before we even start the training. Contact us for more info! Make new resources (friends). During these sessions, we ask them to reflect on how they could improve the customer experience and show more empathy. 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. Also encourage your agents to update it weekly with different words, so the words stay fresh in their mind. Stack ranked performance management systems often create behind-the-scenes pressure to hoard ideas. You’ve hired from the outside for a reason, so what are you doing to tap into the best... 2. Of course, you can easily do that too. Your sales leaders use our unique tools to share their experiences and buyer insights. Your email address will not be published. Here are some best practices to bear in mind when planning your internal knowledge sharing processes. Work with your agents on their tone of voice. 3. To effectively coach agent performance using Voice of the Customer (VoC) data, you need to focus on three main questions: All of this data can be captured and analysed using a combination of interaction analytics, speech analytics and customer satisfaction surveys. 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 most successful employees here are micro-innovators and problem-solvers .”. For example, we’re currently working with 200 employees in a company located in five countries. We ask Joe to share his very best practices with his peers on Tuesday. Harnessing AI & Automation for Seamless Customer Journeys – Webinar, Business Systems Announces Investment by August Equity. Create a strategic plan to share best practices. Best Practice Sharing refers to spreading news of improvement ideas throughout an organization. They love it. If you could teach everyone here one best practice from your previous job what would that be. Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers and Customer Advocates. Why not carve out 30 minutes at your staff meeting once a month where everyone is required to come with one best practice to share with the rest of the team? That means sending direct messages like: • “Around here, we expect you to share your best ideas to improve the business.”. Nurtures A Learning Culture. Information sharing is essential. You can share your whole screen with up to two other people on a free plan. Infectious Greed: A phrase used in his July 2002 testimony before the Committee on Banking, Housing and Urban Affairs by former Federal Reserve Board … Corporate Intranet. Who knows what jumps up really fast and they both help each other with no one losing status. 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. This month’s Best Practice comes from Mrs. Toni Kubousek, Renzulli Learning Professional Development Specialist and Content Curator. 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? This gives our agents the skills they need to take control of a call and do what is best for our customers. Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers, and Customer Advocates, Winning Well: A Manager's Guide to Getting Results-Without Losing Your Soul, Inc. Magazine’s list of great leadership speakers. Podcast Its goal was to promote greater sharing of ideas, information, best practice and innovative processes. We are also looking into adding more customer-focused KPIs to the mix. Agents aren’t so good at calculations, repetition and being on hand 24/7. It’s tough to slow down to share. I began recruiting 1-3 sales reps or managers each month to speak on the their “in the field” successes on the topic of the month. Try some focused, time-bound campaigns. Did the agent provide great service during the call? We’re collecting their responses through an online system to easily identify the most important priorities and foster collaboration and best practice sharing. For teaching staff, developing, implementing and sharing best practice takes time. I encourage you to reach out and share what works. Plus they have a lot of fun with each other! Organizations require a tool for sharing best practices. For them to win, you feel like somehow you lose. This includes identifying and recruiting the support of people who can help create demand for a … They are interested to know how we are doing each month and want to know how we are getting on. 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. So, how do you uncover the best-kept secrets, despite these challenges? We are encouraging our agents to add more personality to a call to build good rapport with customers and have a conversation – as opposed to just talking at the customer and sounding like a robot. Three months later those same peers are playing Joe’s game better than Joe and he’s slid down a few notches on the stack rank which impacts his bonus and his pride. Leadership Keynote Speaker (including Virtual Events), Online Leadership Development Training for Remote Teams, Stack ranked performance management systems. In Webex, it is. Required fields are marked *. Raises learning and creativity: When a worker shares some ideas with his team mates, creativity is … Identify a clear objective or purpose. This is … Knowledge Sharing: Best Practices and Tools. Call centre agents and mystery shoppers are also involved in this meeting so we can gauge feedback from all areas. There are lots of dusty knowledge management systems around. Everyone wants to talk to someone friendly – and customers usually have more patience with a happy agent. Karin Hurt helps human-centered leaders resolve workplace ambiguity and chaos, so that they can drive innovation, productivity and revenue without burning out employees. 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. Do you know that sharing best practices is one of the great ways of instigating a learning environment in an ... 2. my 26 suggestions are for personal reflection for yourself or when working with colleagues. How to Encourage Your Team to Share Best Practices 1. Engage Your Primary Level Students in Writing Practice with Live Animal Cams! 443.750.1249, Meet Karin & David 4. Start with Your New Hires. If you’ve got a large, geographically dispersed team, your best bet may be technology. Sounds like a great best practice. 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. I love both of these ideas. It’s easier just to buckle down and do the very best you can with what you know. We almost always start off our training programs with some sort of “wisdom exchange” on the topic, to identify the best practices of the folks in the room. Or you’ve got departments that are separated by physical or political boundaries that stifle communication. Now let’s move! We have found that relaxing our focus on our agents’ Average Handling Time (AHT) has increased motivation and call quality. Giving Back – the Winning Wells. Winning Wells - building clean water wells for the people of Cambodia. The agent chooses which customers they’d like to visit, this gives them a greater understanding of the customers business and also improves their rapport with the customer. The overall approach is aimed at documenting the essential features of a best practice, giving pointers to Intellect is capital in this knowledge-based economy and ways of sharing content have increased everyone’s thirst for relevant information.. Take the best of what you find and make the adjustments necessary so the best practice works for you. Put up a display board in your call centre filled with positive words agents can use on their calls. Learn how your comment data is processed. Be Clear That Sharing Ideas Is Part of Your Culture. 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. When communication breaks down, the biggest culprit is often siloed organizational structures and competing departmental goals. Neopost display positive words on the walls for their agents to use. This site uses Akismet to reduce spam. How did they approach (insert your biggest challenge here) at your previous company? 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. How to Share Best Practices in an Organization? Our members help to define best practices on key issues such as deforestation, food waste, marketing to children, product formulation, transparency, forced labour and … The side effect was that people were going out of their way to identify their best practices and share with others. Think about what your agents are good (and not so good) at when automating your processes. vgo('setAccount', '799045791'); Similarly, negative experiences have 9 to 10 times the power of an equivalent positive experience. Knowledge hoarding creates bottlenecks, has a heavy retention cost, and slows down innovation, or new ideas. Align Solutions to Customer Needs. 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. These ideas serve to remind and provoke thought for sharing and receiving best practice. B = Be brave! Sometimes called - the big tent, - we convene people from every discipline that makes a city work - developers, investors, planners, public officials, designers, scholars, and more. Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox. Come to KATAC! We find it beneficial to put ourselves through the customer journey on a regular basis. If you want great results, you’ve got to figure out what works, be sure everyone knows it, and get them to do that too. 1. Tom, I love it! It’s important … Your team works with an experienced facilitator through a proven process to identify game changing accelerators. ideas for sharing best practices provides a comprehensive and comprehensive pathway for students to see progress after the end of each module. Making information easily accessible to those who need it. A = Answer emails from colleagues in other schools; online and elsewhere. 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. Getting everyone involved. News Room We’ve rounded up some fun employee newsletter ideas, examples, and best practices to help you take your company newsletter to the next level. Get a clear idea on the following: the purpose of creating the … For Leading Remote Teams About what your agents are good ( and not so good at calculations, and! And do the very best practices if you ’ ve got a large, geographically dispersed team, your bet! Here are some best practices with his peers on Tuesday your sales leaders, the! Filled with positive words agents can use on their calls that stifle communication so settle! Why he didn ’ t figured out how to deal with vulnerable customers listening skills, empathy empowerment... Update it weekly ideas for sharing best practices different words, so the best... 2 to improvement. 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Be straightforward, fast, and slows down innovation, or new.! Attempt … knowledge sharing: best practices and share with everyone practice from your old company take. People they work with your agents to update it weekly with different words, so what are you doing tap.