Engaging frontline teams with role-specific training

‹#› #GenCX

Engaging frontline teams with role-specific training

Seven Times, Seven Ways

Brian Van Wagener VP, Strategy & Advanced Analytics

Easy as falling off a log

Decentralized

3

Distributed Asynchronous Busy

Our front line is:

Seven Times, Seven Ways

1.  Communications cascade (C-suite to front line) 2.  All-employee video from COO/CCO 3.  Training video curriculum 4.  Webinars 5.  Site visits and more site visits

6.  Newsletters and intranet articles 7.  Leadership engagement

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1

2

3

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5

6

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Understand First, Engage Second

•  Technician

•  Tech Supervisor

•  General Manager

•  Regional Leader

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•  Consultant (Rep)

•  Coach

•  Site Leader

•  Executive

•  Analytics

•  Enabling functions

Field Operations Call Centers Corporate

Role in Program ! Behavioral goals Drivers / Barriers ! WIIFM? Rituals and routines ! Where/How to reach?

Technician

•  What are the key metrics and how are they calculated? –  Who is getting surveys? What is being asked? –  Who can see my results?

•  How are the results being used? –  Are results being used for discipline? –  Does this impact my compensation?

•  How do I access the application? –  How do I download an app on my smartphone? –  How to log in and navigate

•  What am I expected to do?

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Technicians

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Note:

Source:

General Manager

•  What are surveys are going out to my customers and what are they asking?

•  What targets am I expected to hit?

•  How can I use this to improve my team’s performance?

•  How can I use this to better understand my customers / market?

•  How do we follow up with customers that are dissatisfied?

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General Manager

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Note:

Source:

Video Curriculum: Role-based Modules

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Tech Tech Sup. GM Rep. Coach Site Director Exec.

Program / Platform Basics

Closing the Loop

Analyzing Results

Coaching for Performance

1 4

7 7

2 3 5

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9 9

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Field Operations Contact Centers

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Note:

Source:

Five Steps to Drive Frontline Ac1on

Kevin O’Came Vice President Global Customer Success

© 2016 CA, INC. ALL RIGHTS RESERVED.

Discover Account-‐level Opportuni1es

Use Medallia Insights

Make it a Habit

Iden3fy and Solve

Closed-‐loop Workflow


Design Ac1on Plans that You Can Scale

•  Define ac3ons that you can consistently deliver •  Focus on behaviors that drive improvement

•  Build templates for structured follow-‐up •  Track ac3vi3es


Establish a “Champion Network”

•  Recruit CX Influencers/Change Agents •  Drive adop3on & change •  Seek feedback •  Recognize progress •  Tell the stories


Create a Customer Engagement Program

•  Make it easy for employees to par3cipate •  Build empathy & understanding

•  Proac3vely engage customers •  Help customers get more value from their investments

•  Align with front line teams for follow-‐up


Link CX to Goals and Incen1ves

•  Understand Performance and determine responses •  Par3cipate in or lead an exis3ng improvement project

•  Perform ac3ons that are proven to drive CX improvement


Flex Your CX Muscles – Start Today

•  Discover Account-‐level Opportuni3es •  Design Ac3on Plans that You Can Scale •  Establish a “Champion Network” •  Create a Customer Engagement Program

•  Link CX to Goals and Incen3ves

It’s a New DawnIt’s a New Dawn

Learning the Language of the Frontline

Colby Hutchinson Manager of Customer Feedback Programs



Siloed teams, each with their own language


Find the need behind the need

Discuss KRAs

Align Goals

Discuss Tasks

Learn the Language

Present Solu9ons


Digital Marke1ng – managing social media

Respond ↑ 50%

Respond ↓ 50%

+ 6.8% Occupancy

Source: 2015 Best Western Medallia study


Digital Marke1ng – adapt learning


Teach Medallia using many lenses Find solu9ons in Medallia Iden9fy team goals

‹#› #GenCX

Q&A John Abraham, Medallia

Brian Van Wagener, Frontier Communications Kevin O’Came, CA Technologies

Colby Hutchinson, Best Western Hotels & Resort

Documents

Engaging frontline teams with role-specific training