Contact center best practices by Robert C. Davis and Associates: Group skill transfer is the meat and potatoes in huddles

A four-part series: Part 1 | Part 2 | Part 3 | Part 4

By Bob Davis, Founder and CEO, Robert C. Davis and Associates

Providing initial training, coaching and feedback is just the first step in an effective continuous improvement plan in the contact center. The second step is on-the-floor observation and group skill transfer (the meat and potatoes in huddles). The third step is review, reinforcement and coaching in huddles.

Think in terms of physical conditioning. Knowing how to work out in a gym does not produce physical conditioning, strength or stamina. The desired results come from going to the gym and working your muscles. A supervisor should incorporate ongoing group skill transfer into huddles. This ensures each agent improves their skills continually, not just during a training and coaching program.

Transferring a skill is not the same as teaching, and at Robert C. Davis and Associates, we use a simple five-step process for group skill transfer.

  1. Explain.
  2. Demonstrate.
  3. Practice with Coaching.
  4. Observe.
  5. Feedback.

Once you have explained and demonstrated the skill to agents in a huddle, have them pair up and assign roles: one person as the agent handling the call and the other as the customer calling in. Each pair then practices while the supervisor walks around and observes. After two minutes, they switch roles and practice again. Finally, it is best if one team demonstrates the skill for the group before moving on to goal reporting and goal setting. Let’s set up a call to talk about Robert C. Davis and Associates’ proven contact center huddle process and how we can help your contact center improve skills and exceed goals.

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