Give the Gift of Knowledge

How much effort do you expend in refreshing your team on the organizational impact of their work?  We often focus on the quality of each transaction based on the time that it takes to process the work, the adherence to business policy, and the technical integrity of the system upon completion. We spend copious hours in training to guide these efforts and even offer support with navigational efficiencies.  But how do you get agents to aspire to achieve more than the minimum standard?

Might I suggest adding a brief introduction to what connection the material has to the organization’s strategic goals to the next refresher course.  For example, if your organization has a strategic goal for transparency and you are training on an interim bill correction process, this is an excellent opportunity to reinforce how important their role is in keeping this commitment to the customer.  

Transformational leaders often inspire exceptional achievement through investment in the intellectual capital of the individuals they lead. 

Note:  This tip is provided by QATC Board Member Penny Tootle of Utilligent.  She may be reached at Pennytootle@utilligent.com.