Are you encouraging your employees to share their knowledge?
/0 Comments/in Leadership & communication, Motivation & behaviour /by Lena StormvingeIn the past companies suffered because employees were sitting on knowledge and not sharing it with their colleagues. The end result has been that employees were not working effectively since they have had trouble accessing critical organizational knowledge. Luckily, this trend is changing.
3 steps to “On-boarding” success with Self Service
/0 Comments/in Business value, Leadership & communication /by David AadneCan something as simple as on-boarding new staff the right way really improve a large company’s performance? My answer to this is YES, it really can! The key is keeping the information they need where the employees go to find the answers to all their questions – in the self service solution.
How do you evaluate employees without rating them?
/0 Comments/in Goals & metrics, Leadership & communication, Motivation & behaviour /by Lena StormvingeMore and more companies move away from the traditional rating-based performance model in the organization to evaluate employees. It makes sense to focus on goals instead of activities. You want your company (and employees) to grow and develop, and in order to do so, you need to focus on the right things. Measuring activities will give you an unfortunate result as your staff will focus on achieving what you are asking for, and nothing more.
Part 4: Resolve more cases with self-service – the importance of support from management
/0 Comments/in Leadership & communication, Motivation & behaviour, Self-service /by Therese WalveThe management staff constitutes an important tool for changing behavior in an organization. Include them early in the process, use best practices, references and provide prompt feedback on progress.
Part 3: Resolve more cases with self-service – Tool for understanding and changing user behavior
/0 Comments/in Leadership & communication, Motivation & behaviour, Self-service /by Therese WalveHow can we get users to look for help in a self-service system rather than in the usual way, by contacting staffed support? When a new way of working with new routines is to be implemented, it means change to the existing situation. People react differently to change. The blog article gives you basic knowledge of the change process that is essential for changing user behavior.
KCS: Using Gamification for reward and recognition
/0 Comments/in Gamification, Leadership & communication, Motivation & behaviour /by Brandon CaudleGamification is the application of game design and game mechanics in a work or social setting to motivate individuals and teams to perform specific and often repetitive actions. A core principle of KCS is rewarding and recognizing effort, and it has proven to be a successful combination when used with gamification to achieve this, both immediate and long term. In this article you will learn about the goals of reward and recognition, how to calculate the scoring and how to steer the content work with gamification.
About ComAround
ComAround is a BMC company that specializes in Knowledge Management and Self Service. ComAround helps customer service and support organizations to create an excellent agent and customer experience by building and sharing knowledge across channels using ComAround’s Knowledge Management Software and expertise. Read more about ComAround.