At Lessonly, we’ve helped hundreds of teams across the globe learn, practice, and Do Better Work. Over and over again, we found that the best teams examine their training efforts through six key phases: Assess, Plan, Build, Learn, Practice, and Perform.
The most successful organizations empower their teams to continuously improve, deliver, and quantify results so they can Do Better Work. Lessonly’s CEO, Max Yoder, and Josh Streets, Senior Leader of Contact Center Operations at U.S. Cellular joined Execs in Know to share insights about what separates their customer service team from the rest of pack. Check out the transcript below for the final part of this six-part series, Perform.
Max: Performance is the final part of Lessonly’s Better Work Method. When someone is performing, you can find ways in the midst of that performance to re-encourage their ideal behaviors. So, if the team has learned and practiced something new, you can still find ways to put “cheat sheets” in front of them to encourage high-performance.
For example, we have a browser-based technology, Lessonly for Chrome, that does just this. As your team is actively working tickets, Lessonly for Chrome can evaluate what’s happening on the page and recommend content or actions based on precisely what an individual is doing in the moment of need.
So, if I get a ticket and I realize this is a really important ticket, and I mark it as urgent, Lessonly for Chrome can remind us of the four or the five steps that need to be accommodated when it comes to urgent tickets. So, the majority of the agents’ work is done during perform stage. If you can help them during their moment of need, they’ll perform that much better.
I’ll come back here and say, when teams get done with performance, they can then reassess and figure out if the needle was moved the way it needed to and if the objectives were actually met. This is a great time to decide if you want to recreate or restart the cycle or update the training content.
Training is about delivering results. Better performance empowers organizations and teams to continuously improve, maximize strengths, and exceed goals. That’s why we want to help every team have great training—so they can Do Better Work.
Lessonly enables teams to perform like never before
When teams like U.S. Cellular receive thoughtfully prepared training, performance skyrockets. Take our free Better Work Assessment and start on the path to performance excellence, or watch a demo of Lessonly today.