The Global Association for Contact Center Best Practices & Networking

"Good - sharing ideas encourages team work but also breeds a culture where people are not afraid to try new things"

"I agree and i believe thats why thay are called as best practice :-)"

"Somewhat agree.
You should not have to share with direct competitors, especially when service quality is a major competitive advantage."

"Good idea - sharings benefit everybody."

"agree see adds above"

"Yes"

"Good- it really works"

"meetings are for that"

"Good. To keep the staffs trained with soft skills and hard skills on a regualr basis, and the QA should be in place to ensure the delivery of the service. Service quality is key to achieve, yet, cost is the one to support the quality."

"A good resolution. Sharing of practices could be categorised for different sectors e.g. government sector, commercial sectors, industry sector."

"Ensure you have measures for all your customers, in some cases it's not just the end user. Stores or other channels are often used for customers to interface via when contacting the Customer Services CC. These other channels are also customers or as we like to call them "clients""

"Agreed. Synergize."

"yes, this should happen more across organizations. Currently this is happening within organisations, but, by sharing across organizations, the industry as a whole can benefit further."

"Benchmarking and networking are great but only if used effectively. Develop a continuous improvement approach that takes learnings from others and builds upon it. Best practice should be a minimum target with better practice being aspirational."

"FEEDBACK IS THE FOOD OF CHAMPIONS - Provide meaningful feedback to the team - all too often the team is bombarded with information on product offerings, organizational changes, daily stats, quarterly reviews etc. If this information is not contextualized for the team in a meaningful way, the purpose of sharing the information is pointless.
In terms of offering customer service, the very same applies. Provide feedback on time, every time.
"

"Another good idea. Share how to ensure that you are not too burdened with helping customers, but saving time in the company"

"The more we share, the more we learn."

"Setting new goals for agents is important, to not allow them to "rest on their laurels." In sales, one is only as good as their performance today. Not all agents performed equally yesterday, and should not be held to common goals--they should be individualized to maximize the team's talent and abilities."

"Coaching of professionals is a key result area in our Contact Center and greater accountability is demanded of the team leader. A coaching score card has been designed to evaluate the effectiveness of the coaching."

"Agreed. Sessions that bring these to life are extremely useful and peer recognition always acts as a motivator for usually most people."

"I agree, this is a good idea."

"It is good to share the best practices during the briefings and other team hurdles as this would give an opportunity to learn from their mistakes as well as implement the best while serving the customers."

"good; start where the other finished so you can share your experience with them and learn more techniques"

"Great, far too often we keep our best too close to our chest. I believe we need to share more in our environments."

"Agree"

"Agree"

"Good - Managers need to work on team-building and information sharing among the professionals on our staffs. It's also good to share best practices with other call centers."

"agreed"

"Good, sharing best practice not only for sharing knowledge but it is more internal interaction to all function in contact center"

"i agree - CCW has a wonderful format for doing this at the conferences and online. You are doing a great job of sharing information"

"Networking is a great way to get new ideas and to celebrate your organizations acheivements"

"Centres can't be forced into doing this as for many of them they have confidentiality issues and are not authorized to by their companies"

"Impartial - there's a fine line between intellectual property and best practices, so long as damage isn't done to any business (and shareholder value is not jeopardized) I believe sharing best practices is a great thing to regularly do"

"Good."

"Agreed. The More You Give, The More You Get."

"Good idea"

"TRUE"

"This is a global Knowledge management which helps everyone in the long run."

"True, True, True!"

"agree"

"good resolution - always share and learn with others"

"good - in our company with buddy with other sites and share best practices and innovations."

"Stop, check and monitor rule. Always stop to check the staff and center performance. If it is good, find ways to improve. If it is moving south, act on it and monitor."