We’re collecting their responses through an online system to easily identify the most important priorities and foster collaboration and best practice sharing. We are also looking into adding more customer-focused KPIs to the mix. 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. 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. “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 share our customer service results with our agents daily. Modify the best practices of other organizations to specifically fit your business needs. Alienated workers do not care about performing their jobs. 4. Take the best of what you find and make the adjustments necessary so the best practice works for you. Similarly, negative experiences have 9 to 10 times the power of an equivalent positive experience. To maintain great performance in the contact centre, you need to recognise and reward your agents for the things that they are good at. Did the agent take the right action? Inviting customers into your contact center is a great idea. Sounds like a great best practice. 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. Not only does this share best-practice advice, it is also motivational for the agent to … Groups of 4 – 6 people Share a difficult situation that you successfully managed. Share Sales Best Practices gets your team working together to boost sales, and achieve your most ambitious business goals. 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. Work with your agents on their tone of voice. 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 – 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. Sharing Best Practices: Primary Grades - Live Animal Cams. 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. 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. I love both of these ideas. Share ideas through online forums. News Room Did the customer perceive that it was a good call? Think about it. Identify a clear objective or purpose. We bet right now you’ve got a best practice the guy down the hall could use, and he’s got one for you. Leadership recognized that business units … Best Practice Sharing refers to spreading news of improvement ideas throughout an organization. Be clear that the expectation is that everyone must share. Podcast Generating customer feedback is one of the most valued aspects to improving your service. Collaborate with Colleagues. 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. That means sending direct messages like: • “Around here, we expect you to share your best ideas to improve the business.”. The adopt it. We only use internally recruited coaches to train our agents. Luckily, these are the tasks that machines are great at. Devise a Strategic Plan for Sharing Best Practices. Everyone wants to talk to someone friendly – and customers usually have more patience with a happy agent. Have fun with your company newsletter. When you take the time to experience it for yourself, you can see how it differs from time to time and agent to agent. Stack ranked performance management systems often create behind-the-scenes pressure to hoard ideas. We have ongoing staff training which defines clear processes for staff to follow. methodology to identify the strategic opportunities for their teams. Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers and Customer Advocates. 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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. For teaching staff, developing, implementing and sharing best practice takes time. Plus they have a lot of fun with each other! How Sharing Best Practices Impacts An Organization. But you’re busy. Engage Your Primary Level Students in Writing Practice with Live Animal Cams! How did they approach (insert your biggest challenge here) at your previous company? Start with Your New Hires. (cheating, ID’s, parking, tech support, etc.) 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? vgo('setAccount', '799045791'); It’s awkward at best to share best practices if you’ve not been asked. How Can AI Be Used in Contact Centre Workforce Planning? 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