If there’s one thing contact centres love sharing more than flapjacks and chocolate, it’s “best practice”.
But is “best practice” dead?
An interesting panel discussion at Disrupt24 today centered around the topic of vulnerability.
The shared concensus is that being vulnerable is likely a temporary state (it’s not the individual; it’s the situation or circumstances they are in) – and it’s more helpful to treat everyone as an individual, rather than define whether they are vulnerable or not.
I completely agree.
But it introduces an interesting question.
The current norm is to identify preferred ways of employee learning, interacting with customers, and approaches within our contact centres.
These are then used to inform QA and coaching approaches, inter-departmental performances, (often) benchmarking and more.
If we are treating everyone – employees and customers – as individuals with their own wants, needs, situations, and ways of learning, working and engaging, then is sharing best practice obsolete?
For me, I need to reflect more on the conversations from the day and I’d be intrigued to know your thoughts?
If there’s no one-way of working, dealing with customers or supporting employees, is best practice for the recycle bin?
