They are interested to know how we are doing each month and want to know how we are getting on. Required fields are marked *. Not only does this share best-practice advice, it is also motivational for the agent to … Contact us for more info! Collaborate with Colleagues. Winning Wells - building clean water wells for the people of Cambodia. 16. 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. Similarly, negative experiences have 9 to 10 times the power of an equivalent positive experience. Using a Knowledge Sharing Tool. 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. For them to win, you feel like somehow you lose. We bet right now you’ve got a best practice the guy down the hall could use, and he’s got one for you. We share our customer service results with our agents daily. B = Be brave! Focus on the positive solution! Identify a clear objective or purpose. Do you know that sharing best practices is one of the great ways of instigating a learning environment in an ... 2. Leadership Keynote Speaker (including Virtual Events), Online Leadership Development Training for Remote Teams, Stack ranked performance management systems. During these sessions, we ask them to reflect on how they could improve the customer experience and show more empathy. It’s awkward at best to share best practices if you’ve not been asked. A = Answer emails from colleagues in other schools; online and elsewhere. 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. This is summarised here. Make new resources (friends). We’re collecting their responses through an online system to easily identify the most important priorities and foster collaboration and best practice sharing. 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. We have started hosting team meetings which focus on agents giving one another – and the business – feedback. Your team works with an experienced facilitator through a proven process to identify game changing accelerators. Start with Your New Hires. What does XYZ company do better than we do? Stack ranked performance management systems often create behind-the-scenes pressure to hoard ideas. Agents aren’t so good at calculations, repetition and being on hand 24/7. Nurtures A Learning Culture. Alternatively, take advantage of a premium plan to choose which files and applications to share and keep everything else private. We are currently looking at our KPIs, which have been in place for a long time, to ensure we are measuring the correct indicators. Professionals who hold undergraduate degrees in mental health, or related field are invited to attend autism training. Speaking of online sharing, let’s help one another. 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. Another term is to share “Transfer Opportunities” although the idea is to include the sharing of failures as well. It happens all the time. Alienated workers do not care about performing their jobs. Luckily, these are the tasks that machines are great at. 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. Joe wonders why he didn’t just keep quiet. Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox. Karin.Hurt@LetsGrowLeaders.com How did they approach (insert your biggest challenge here) at your previous company? Thanks for sharing. Intellect is capital in this knowledge-based economy and ways of sharing content have increased everyone’s thirst for relevant information.. Devise a Strategic Plan for Sharing Best Practices. Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers and Customer Advocates. 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. Have agents ‘buddy up’ with an agent who is excellent at building rapport with a customer. We’re totally in love with this best practice shared by Michael... 3… This includes identifying and recruiting the support of people who can help create demand for a … And yet, most large teams haven’t figured out how to build the sharing of best practices into their cultural DNA. Salespeople want to learn from other successful salespeople. We only use internally recruited coaches to train our agents. 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. This site uses Akismet to reduce spam. Thanks for sharing your best practices with our LGL community. Its goal was to promote greater sharing of ideas, information, best practice and innovative processes. Brilliant. Encourage your team members to share their best customer interactions. 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? We are currently making an action plan based on this customer feedback. He’s busy. 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. Have fun with your company newsletter. Far easier to just keep doing your thing. (cheating, ID’s, parking, tech support, etc.) For example, we’re currently working with 200 employees in a company located in five countries. In Call Centers what I have found to work best is to put one person on the keyboard and the other person talking. Free Downloads, ©2021 Let's Grow Leaders, Karin Hurt & David Dye |. 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. 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. Harnessing AI & Automation for Seamless Customer Journeys – Webinar, Business Systems Announces Investment by August Equity. And, thanks to the strong engagement of our members, we can use these opportunities to promote knowledge and best-practice sharing. We are also looking into adding more customer-focused KPIs to the mix. “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.”. Reward the Sharing and Receiving of Best Practices. 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. Karin Hurt helps human-centered leaders resolve workplace ambiguity and chaos, so that they can drive innovation, productivity and revenue without burning out employees. 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. How Can AI Be Used in Contact Centre Workforce Planning? 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. 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. Your email address will not be published. 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. vgo('setAccount', '799045791'); 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. This gives our agents the skills they need to take control of a call and do what is best for our customers. Knowledge hoarding creates bottlenecks, has a heavy retention cost, and slows down innovation, or new ideas. 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. Trip, Thanks so much for sharing! 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