Contact center insights: Realize the value of teaching your people how to fish

By Brad Baumunk, President and COO, Robert C. Davis and Associates

We have all heard the quote, “Give someone a fish, and you feed them for a day. Teach someone to fish, and you feed them for a lifetime.” In our contact center consultancy, this sums up two critical components surrounding how we drive sustainable performance: skill transfer and the Socratic method.

With skill transfer, we use a five step process:

  1. Explain.
  2. Demonstrate.
  3. Provide opportunities to practice with coaching.
  4. Observe.
  5. Provide positive feedback followed by positive reinforcement, or provide negative feedback followed by repeating the above steps as needed until reaching the desired result (positive feedback and reinforcement, and ultimate adoption and mastery by the agent of the new skill).

When we deliver skill transfer training, the session includes:

  • Understanding Skill Transfer and Its Importance as The Foundation for Behavioral Change
  • How To Prepare Yourself to Be Effective at Skill Transfer Training
  • Introducing the Skill Transfer Model
  • Why Supervisors Must Be Able to Demonstrate Behaviors With a High Level of Competency
  • Learning to Execute the Five-Step Skill Transfer Process
  • Understanding Remediation Steps If Proficiency Is Not Observed
  • Creating Accountability Through Setting Expectations and Agent Ownership

In all of our communications, we use the Socratic method, defined as a form of cooperative argumentative dialogue between individuals, based on asking and answering questions to stimulate critical thinking and to draw out ideas and underlying presumptions.

For these reasons and more, our process creates fishers who can use these new skills to drive continuous improvement for their team and organization – not for a day, but over the long term.

To learn more about the value of teaching your people to fish, contact RCDA today.