For example, promise and deliver a call-back. We took it a step farther at our annual sales meeting setting up two half-days with 45 minute training sessions. In Webex, it is. Screen sharing should be straightforward, fast, and flexible. For them to win, you feel like somehow you lose. Leadership recognized that business units … You’ve hired from the outside for a reason, so what are you doing to tap into the best... 2. 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. Did the customer perceive that it was a good call? Karin – Great points! Having an exclusive corporate intranet acts as a platform that promotes social … He’s busy. If your employees are sharing job postings, you can save time and money in your recruiting efforts. Modify the best practices of other organizations to specifically fit your business needs. Create a strategic plan to share best practices. 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. And yet, most large teams haven’t figured out how to build the sharing of best practices into their cultural DNA. Plus they have a lot of fun with each other! We are also teaching our agents how to deal with vulnerable customers. Did the agent take the right action? This is summarised here. 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. Luckily, these are the tasks that machines are great at. For teaching staff, developing, implementing and sharing best practice takes time. What tools or processes do you miss from your old company? This gives our agents the skills they need to take control of a call and do what is best for our customers. Also encourage your agents to update it weekly with different words, so the words stay fresh in their mind. It’s not enough to improve a process. There’s no question about it. Before you roll your eyes, let me say that I know … We focus our agents’ training on listening skills, empathy and empowerment. 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. To further #3 – we had a large national sales force >100 people and would have the typical monthly calls focused on products or services. David.Dye@LetsGrowLeaders.com     Learn how your comment data is processed. For example, when they have turned around a challenging call and delivered a positive outcome for the customer. Brilliant. Of course, just buying it isn’t enough. Corporate Intranet. It happens all the time. How did they approach (insert your biggest challenge here) at your previous company? Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers and Customer Advocates. How Can AI Be Used in Contact Centre Workforce Planning? You can share your whole screen with up to two other people on a free plan. Another term is to share “Transfer Opportunities” although the idea is to include the sharing of failures as well. Execs built a simple, yet highly effective recognition program that rewarded both the sharer and the person who leveraged the idea. There are lots of dusty knowledge management systems around. 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 also point out moments where they show (or don’t show) that they are listening to our customers. The management team meet monthly to review customer satisfaction, agent performance, complaint levels and reasons, and average queue times. Winning Wells - building clean water wells for the people of Cambodia. It’s tough to slow down to share. 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. (cheating, ID’s, parking, tech support, etc.) Do you know that sharing best practices is one of the great ways of instigating a learning environment in an ... 2. We’re collecting their responses through an online system to easily identify the most important priorities and foster collaboration and best practice sharing. Design and carry out a strategic plan to share knowledge about internal best practice with the potential users who can most benefit from it. Generating customer feedback is one of the most valued aspects to improving your service. Stack ranked performance management systems often create behind-the-scenes pressure to hoard ideas. 4. • “The most successful employees here are micro-innovators and problem-solvers .”. Call centre agents and mystery shoppers are also involved in this meeting so we can gauge feedback from all areas. We are also looking into adding more customer-focused KPIs to the mix. Its goal was to promote greater sharing of ideas, information, best practice and innovative processes. Making information easily accessible to those who need it. 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. 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. Focus on the positive solution! Best practice: Create teams with a larger set of members and more channels. With thanks to Ed Creasey at NICE Systems. We ask Joe to share his very best practices with his peers on Tuesday. 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. Instead of being accused of “stealing an idea” they were rewarded for it. 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. Thanks for sharing. 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