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