Contact center best practices by Robert C. Davis and Associates: The huddle agenda and team participation

Posted on Feb 3, 2020

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