Hot Topic’s “Daily Huddle”

A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle. In it, they compare the daily meeting, which keeps employees up to date, to the ingredients of a gourmet meal: Main ingredient (lasagna noodles): Important information, such as current sales, …

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Take a Moment and Be Inspired

Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some of the most pressing issues facing customer service professionals today. They also include statistics and an action-oriented “To Do” section. Enjoy!  Be sure to subscribe to receive the next issue in your inbox.

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Videos to Spark Discussion

Are you looking for a way to incorporate long-term improvement into your team meetings? Take a few minutes during your next team meeting to watch a brief video on customer service and then discuss it as a group. Too often team meetings focus on urgent problems at the expense of future growth and development. It just takes a few minutes, …

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Strengthen Ties Across the Organization

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve other areas. Root-causes must often be addressed elsewhere; an issue that deteriorates high levels of customer satisfaction may involve processes far beyond the …

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Cultivating Effective Communication, Part 2

This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal channels of communication. But the mission and values being communicated remain consistent. The communication formats can include newsletters, meetings, visual displays, email, …

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Cultivating Effective Communication, Part 1

Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required. Although cultures and communication styles vary, there are predictable and notable commonalities among successful contact centers. Among the most important are: Commit to Keeping People in …

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