Contact center best practices by Robert C. Davis and Associates: The huddle agenda and team participation
A four-part series: Part 1 | Part 2 | Part 3 | Part 4
By Bob Davis, Founder and CEO, Robert C. Davis and Associates
Developing a robust and repeatable agenda is key to delivering a world-class huddle. At Robert C. Davis and Associates, we use a seven-step agenda with the focus being placed on skill training. Skill training comprises seven minutes of a 15-minute huddle.
The Seven-Step Agenda
1. Opening inspiration and agenda review
2. Success stories
- Staff participation
- Positive experience since last meeting
3. Problems
4. Skill training review
- Reinforcement skill training
5. Goal reporting and goal setting
- Results versus goals on commitments made last time
- Goals for next time
6. Summary and action items recap
7. Closing inspiration
Before we take a deeper look at the skill training review portion of the huddle agenda, make note of the following.
- Each of the seven steps gets agents involved in the huddle. Everyone should be engaged and participating.
- Assign the opening and closing inspiration to an agent.
- Ask an agent or two to come prepared to share a success story.
- The team should be ready to talk about any problems, systems issues, or process issues they are encountering.
- Everyone should be prepared to discuss company, contact center, team and individual goals.
Let’s set up a call to talk about Robert C. Davis and Associates’ proven contact center huddle process and how it can be of high value to your contact center operation.
A four-part series: Part 1 | Part 2 | Part 3 | Part 4
Robert C. Davis and Associates
Bob Davis, Founder and CEO | 678-548-1775 | bob@robertcdavis.net
Brad Baumunk, President and COO | 512-695-2511 | brad@robertcdavis.net
