We are currently looking at our KPIs, which have been in place for a long time, to ensure we are measuring the correct indicators. Here are some best practices to bear in mind when planning your internal knowledge sharing processes. We’ve rounded up some fun employee newsletter ideas, examples, and best practices to help you take your company newsletter to the next level. Try some focused, time-bound campaigns. It’s not enough to improve a process. 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. 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 are also teaching our agents how to deal with vulnerable customers. Then after they’ve had a month or so to settle in, carve out some one-on-one time to mine for best practices. Of course, just buying it isn’t enough. In Call Centers what I have found to work best is to put one person on the keyboard and the other person talking. By the same token, efficient communication makes it quicker and easier to … 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. 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. There are lots of dusty knowledge management systems around. (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"); 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. A former Verizon Wireless executive, Karin was named to Inc. Magazine’s list of great leadership speakers. Now let’s move! If you could teach everyone here one best practice from your previous job what would that be. David.Dye@LetsGrowLeaders.com     Have fun with your company newsletter. It’s important … Be Clear That Sharing Ideas Is Part of Your Culture. 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. Knowledge Sharing: Best Practices and Tools. Speedy delivery times. Think about it. 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. Put up a display board in your call centre filled with positive words agents can use on their calls. We have found that relaxing our focus on our agents’ Average Handling Time (AHT) has increased motivation and call quality. Share ideas through online forums. I encourage you to reach out and share what works. 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. For example, we’re currently working with 200 employees in a company located in five countries. Thanks for sharing your best practices with our LGL community. For example, when they have turned around a challenging call and delivered a positive outcome for the customer. Create a strategic plan to share best practices. Devise a Strategic Plan for Sharing Best Practices. We’re collecting their responses through an online system to easily identify the most important priorities and foster collaboration and best practice sharing. my 26 suggestions are for personal reflection for yourself or when working with colleagues. 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