Sharing best practice

Call Centre Helper Forum » Call Centre Management

(2 posts)

Hi everyone,

I am currently investigsating how to share best practice within a large business. The first focus is within my inbound call centre, but also with the outbound call centre within my business unit, but over time I want to extend that to include sharing best practice with contact centres within other business units.

Has anyone recently setup / does anyone currently operate sharing best practice within call centres and what type of tools do you use / prove most effective in achieving this.

I am currently thinking along the lines of blogs, workshops, networking events, working lunches etc.

All thoughts gladly welcome.

Thanks.

Posted 2 years ago

JontyPearce

One of the best ways of doing this is to set up some form of knowledge sharing platforms.

Some of the best ways of doing this are
- Lunchtime briefings. A little while ago American Express did a series called "Lunch and learn". Bring in a guest speaker (it could be internal) and provide the audience with free sandwiches.
- Notice board. A physical one in the way into the call centre.
- Knowledge sharing platform. Many companies are using a Wiki for internal knowledge sharing, but a bulletin board could work just as well. You need to find a few people who will populate it and and keep it updated.
- Regular email newsletter, perhaps on a monthly basis.

Sharing best practice

Call Centre Helper Forum » Call Centre Management

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