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lang=EN-US link="#333333" vlink="#333333" style='tab-interval:.5in' bottommargin=0 topmargin=0 onload="MM_preloadImages('images/tabs_over_03.jpg','images/tabs_over_04.jpg','images/tabs_over_05.jpg','images/tabs_over_06.gif','images/tabs_over_01.jpg')"> <div class=WordSection1> <div align=center> <table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0 width=835 style='width:501.0pt;mso-cellspacing:0in;mso-yfti-tbllook:1184;mso-padding-alt: 0in 0in 0in 0in'> <tr style='mso-yfti-irow:0;mso-yfti-firstrow:yes;mso-yfti-lastrow:yes'> <td width=7 style='width:4.2pt;padding:0in 0in 0in 0in'> <p class=MsoNormal style='line-height:14.0pt'><span style='font-size:9.0pt; font-family:"Arial","sans-serif";mso-fareast-font-family:"Times New Roman"; color:black'>&nbsp;<o:p></o:p></span></p> </td> <td width=821 valign=top style='width:492.6pt;background:white;padding:0in 0in 0in 0in'> <div align=center> <table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0 width=821 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style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";color:black'><o:p></o:p></span></p> </td> <td width=555 valign=bottom style='width:333.0pt;padding:0in 0in 0in 0in' background="images/header_02.jpg"> <p class=MsoNormal align=right style='text-align:right;line-height:14.0pt'><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";color:black'>&nbsp;<o:p></o:p></span></p> </td> </tr> </table> </td> </tr> <tr style='mso-yfti-irow:1;height:1.2pt'> <td style='padding:0in 0in 0in 0in;height:1.2pt'></td> </tr> <tr style='mso-yfti-irow:2'> <td style='padding:0in 0in 0in 0in'> <table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0 width=821 style='width:492.6pt;mso-cellspacing:0in;mso-yfti-tbllook:1184;mso-padding-alt: 0in 0in 0in 0in' id="Table_3" height=31> <tr style='mso-yfti-irow:0;mso-yfti-firstrow:yes;mso-yfti-lastrow:yes'> <td style='padding:0in 0in 0in 0in'> <p class=MsoNormal style='line-height:14.0pt'><a href="index.htm"><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-no-proof:yes;text-decoration:none;text-underline: none'><img border=0 width=257 height=61 id="_x0000_i1031" src="images/tabs_01.jpg" alt="Description: Description: Description: Description: C:\Users\Connie\Documents\Website\spotonwebfiles51909\images\tabs_01.jpg"></span></a><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";color:black'><o:p></o:p></span></p> </td> <td style='padding:0in 0in 0in 0in'> <p class=MsoNormal style='line-height:14.0pt'><a href="about.htm"><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-no-proof:yes;text-decoration:none;text-underline: none'><img border=0 width=274 height=61 id="_x0000_i1030" src="images/tabs_02.jpg" alt="Description: Description: Description: Description: C:\Users\Connie\Documents\Website\spotonwebfiles51909\images\tabs_02.jpg"></span></a><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";color:black'><o:p></o:p></span></p> </td> <td style='padding:0in 0in 0in 0in'> <p class=MsoNormal style='line-height:14.0pt'><a href="speaking.htm"><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-no-proof:yes;text-decoration:none;text-underline: none'><img border=0 width=265 height=61 id="_x0000_i1029" src="images/tabs_over_03.jpg" alt="Description: Description: Description: Description: C:\Users\Connie\Documents\Website\spotonwebfiles51909\images\tabs_over_03.jpg"></span></a><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";color:black'><o:p></o:p></span></p> </td> <td style='padding:0in 0in 0in 0in'> <p class=MsoNormal style='line-height:14.0pt'><a href="consulting.htm"><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-no-proof:yes;text-decoration:none;text-underline: none'><img border=0 width=265 height=61 id="_x0000_i1028" src="images/tabs_04.jpg" alt="Description: Description: Description: Description: C:\Users\Connie\Documents\Website\spotonwebfiles51909\images\tabs_04.jpg"></span></a><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";color:black'><o:p></o:p></span></p> </td> <td style='padding:0in 0in 0in 0in'> <p class=MsoNormal style='line-height:14.0pt'><a href="Training.html"><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-no-proof:yes;text-decoration:none;text-underline: none'><img border=0 width=275 height=61 id="_x0000_i1027" src="images/tabs_07.jpg" alt="Description: Description: Description: Description: C:\Users\Connie\Documents\Website\spotonwebfiles51909\images\tabs_07.jpg"></span></a><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";color:black'><o:p></o:p></span></p> </td> <td style='padding:0in 0in 0in 0in'> <p class=MsoNormal style='line-height:14.0pt'><a href="delighted.htm"><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-no-proof:yes;text-decoration:none;text-underline: none'><img border=0 width=265 height=61 id="_x0000_i1026" src="images/tabs_05.gif" alt="Description: Description: Description: Description: C:\Users\Connie\Documents\Website\spotonwebfiles51909\images\tabs_05.gif"></span></a><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";color:black'><o:p></o:p></span></p> </td> </tr> </table> </td> </tr> <tr style='mso-yfti-irow:3;height:1.2pt'> <td style='padding:0in 0in 0in 0in;height:1.2pt'></td> </tr> <tr style='mso-yfti-irow:4'> <td style='padding:0in 0in 0in 0in'> <table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0 width=821 style='width:492.6pt;mso-cellspacing:0in;mso-yfti-tbllook:1184;mso-padding-alt: 0in 0in 0in 0in' id="Table_2" height=224> <tr style='mso-yfti-irow:0;mso-yfti-firstrow:yes;mso-yfti-lastrow:yes'> <td style='background:#020202;padding:0in 0in 0in 0in'> <p class=MsoNormal style='line-height:14.0pt'><span style='font-size: 9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family:"Times New Roman"; color:black;mso-no-proof:yes'><img border=0 width=1138 height=437 id="_x0000_i1025" src="images/bnr_03.jpg" alt="Description: Description: Description: Description: C:\Users\Connie\Documents\Website\spotonwebfiles51909\images\bnr_03.jpg"></span><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";color:black'><o:p></o:p></span></p> </td> </tr> </table> </td> </tr> <tr style='mso-yfti-irow:5;height:1.2pt'> <td style='padding:0in 0in 0in 0in;height:1.2pt'></td> </tr> <tr style='mso-yfti-irow:6;mso-yfti-lastrow:yes'> <td valign=top style='padding:0in 0in 0in 0in' background="images/body_bg.gif"> <div align=center> <table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0 width=817 style='width:490.2pt;mso-cellspacing:0in;mso-yfti-tbllook:1184;mso-padding-alt: 0in 0in 0in 0in'> <tr style='mso-yfti-irow:0;mso-yfti-firstrow:yes;mso-yfti-lastrow:yes; height:300.0pt'> <td valign=top style='padding:0in 0in 0in 0in;height:300.0pt'> <div align=center> <table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0 width=817 style='width:490.2pt;mso-cellspacing:0in;mso-yfti-tbllook: 1184;mso-padding-alt:0in 0in 0in 0in'> <tr style='mso-yfti-irow:0;mso-yfti-firstrow:yes;mso-yfti-lastrow:yes'> <td valign=top style='padding:0in 0in 0in 0in'> <div align=center> <table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0 width=530 style='width:318.0pt;mso-cellspacing:0in;mso-yfti-tbllook: 1184;mso-padding-alt:0in 0in 0in 0in'> <tr style='mso-yfti-irow:0;mso-yfti-firstrow:yes'> <td style='padding:0in 0in 0in 0in'> <p class=MsoNormal align=center style='margin-bottom:12.0pt; text-align:center;line-height:14.0pt'><span style='font-size:9.0pt; font-family:"Arial","sans-serif";mso-fareast-font-family:"Times New Roman"; color:black'><br style='mso-special-character:line-break'> <![if !supportLineBreakNewLine]><br style='mso-special-character: line-break'> <![endif]><o:p></o:p></span></p> </td> </tr> <tr style='mso-yfti-irow:1'> <td valign=top style='padding:0in 0in 0in 0in'> <p style='line-height:14.0pt'><span class=style21><span style='mso-ansi-font-size:12.0pt;mso-bidi-font-size:12.0pt; font-family:"Arial","sans-serif";color:black;font-weight:normal; mso-bidi-font-weight:bold'>SpotOn Contact Center Practices Shared at the Contact Center Conference Fall 2011 <o:p></o:p></span></span></p> <p style='line-height:14.0pt'><span class=style21><span style='mso-ansi-font-size:12.0pt;mso-bidi-font-size:12.0pt; font-family:"Arial","sans-serif";color:black;font-weight:normal; mso-bidi-font-weight:bold'>Employee Engagement<o:p></o:p></span></span></p> <p class=MsoNormal><span lang=EN style='font-size:9.0pt;font-family: "Arial","sans-serif";mso-fareast-font-family:"Times New Roman"; mso-ansi-language:EN'>There are 3 fundamental needs that each employee has that must be fulfilled in order to be engaged. They are emotional, physical and mental needs. </span><span lang=EN style='font-size:9.0pt;mso-fareast-font-family:"Times New Roman"; mso-ansi-language:EN'><o:p></o:p></span></p> <p class=MsoNormal><span lang=EN style='font-size:9.0pt;font-family: "Arial","sans-serif";mso-fareast-font-family:"Times New Roman"; mso-ansi-language:EN'><o:p>&nbsp;</o:p></span></p> <p class=MsoNormal><span lang=EN style='font-size:9.0pt;font-family: "Arial","sans-serif";mso-fareast-font-family:"Times New Roman"; mso-ansi-language:EN'>Physical Needs<o:p></o:p></span></p> <p class=MsoNormal><span lang=EN style='font-size:9.0pt;font-family: "Arial","sans-serif";mso-fareast-font-family:"Times New Roman"; mso-ansi-language:EN'>Our frontline spends over 6 hours a day at their workstations. They have physical needs around comfort and ease of use. Here is a short list of ergonomic things that can help you fulfill their physical needs. <o:p></o:p></span></p> <ul type=disc> <li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt: auto;mso-list:l4 level1 lfo1;tab-stops:list .5in'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN;mso-bidi-font-weight:bold'>Fitted headsets with noise control.</span><span lang=EN style='font-size:9.0pt;font-family: "Arial","sans-serif";mso-fareast-font-family:"Times New Roman"; mso-ansi-language:EN'> While the noise control will offer your customers a better experience, it will also save your representatives from having to repeat themselves increasing talk time.<o:p></o:p></span></li> <li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt: auto;mso-list:l4 level1 lfo1;tab-stops:list .5in'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN;mso-bidi-font-weight:bold'>Proper lighting</span><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN'>. If the lighting is not right it can be hard on the eyes and straining creates headaches and loss of focus.<o:p></o:p></span></li> <li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt: auto;mso-list:l4 level1 lfo1;tab-stops:list .5in'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN;mso-bidi-font-weight:bold'>Ergonomically fitted chairs.</span><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN'> We don t wear the same pant size so why would we all fit comfortably in the same chair. Chairs come in different sizes so be sure you don t order the one size fits all.<o:p></o:p></span></li> <li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt: auto;mso-list:l4 level1 lfo1;tab-stops:list .5in'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN;mso-bidi-font-weight:bold'>Workstation height and angle.</span><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN'> Proper workstation height and placement of telephone, keyboard and mouse make a big difference limit reaching and stretching thus avoiding workplace injuries such as neck, back and hand.<o:p></o:p></span></li> <li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt: auto;mso-list:l4 level1 lfo1;tab-stops:list .5in'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN;mso-bidi-font-weight:bold'>Heating and Cooling.</span><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN'> Maintaining a comfortable temperature will keep illnesses down and morale up.</span><span lang=EN style='font-size:11.0pt; font-family:"Arial","sans-serif";mso-fareast-font-family:"Times New Roman"; mso-ansi-language:EN'> </span><span lang=EN style='mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'><o:p></o:p></span></li> </ul> <p class=MsoNormal><span lang=EN style='font-size:9.0pt;font-family: "Arial","sans-serif";mso-fareast-font-family:"Times New Roman"; mso-ansi-language:EN'>Mental Needs<o:p></o:p></span></p> <p class=MsoNormal><span lang=EN style='font-size:9.0pt;font-family: "Arial","sans-serif";mso-fareast-font-family:"Times New Roman"; mso-ansi-language:EN'>Mental needs are around providing the coaching and training to enable our frontline representatives to perform their jobs with competence and confidence. Contact centers as a whole do a pretty good job at onboarding and new hire training but then, many representatives are left to sink or swim with little coaching or ongoing training. To follow best practices in this area be sure to provide ongoing enhancement training and implement a quality monitoring and coaching program which includes:<o:p></o:p></span></p> <ul type=disc> <li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt: auto;mso-list:l4 level1 lfo1;tab-stops:list .5in'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN;mso-bidi-font-weight:bold'>Evaluating and delivering feedback on at least 4 customer interactions.</span><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN'><o:p></o:p></span></li> <li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt: auto;mso-list:l4 level1 lfo1;tab-stops:list .5in'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN;mso-bidi-font-weight:bold'>Conducting at least (2) side by side coaching sessions.</span><span lang=EN style='font-size: 9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'><o:p></o:p></span></li> <li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt: auto;mso-list:l4 level1 lfo1;tab-stops:list .5in'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN;mso-bidi-font-weight:bold'>Conduct at least (1) closed door one-on-one coaching sessions. </span><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN'><span style='mso-spacerun:yes'> </span><o:p></o:p></span></li> </ul> <p class=MsoNormal><span lang=EN style='font-size:9.0pt;font-family: "Arial","sans-serif";mso-fareast-font-family:"Times New Roman"; mso-ansi-language:EN'>Emotional Needs<o:p></o:p></span></p> <p class=MsoNormal><span lang=EN style='font-size:9.0pt;font-family: "Arial","sans-serif";mso-fareast-font-family:"Times New Roman"; mso-ansi-language:EN'>Are you rewarding and recognizing your employees for a job well done or are you just coming to them when there is a performance gap such as a low quality score or high talk time? There s no wonder that quality programs of the past were thought of as  big brother to  catch me doing things wrong . Contact centers must do a better job of coming to employees when they do something well! Fly-by s can be a wonderful way to deliver recognition. This is where you walk by and tell someone what a great job they did. Maybe you just heard them on a call talk down an irate customer, or maybe you saw them cleaning up the kitchen after the pizza party. Whatever it is, walk up, say something good and then simply walk away. Only one rule here& Whatever you say must be sincere!<span style='mso-spacerun:yes'>     </span><o:p></o:p></span></p> <p><span class=style21><span style='mso-ansi-font-size:12.0pt; mso-bidi-font-size:12.0pt;font-family:"Arial","sans-serif"; color:black;font-weight:normal;mso-bidi-font-weight:bold'>Are you a Transactional Center or an Interactional Center? </span></span><span class=style21><span style='mso-ansi-font-size:12.0pt;mso-bidi-font-size: 12.0pt;color:black;font-weight:normal;mso-bidi-font-weight:bold'><o:p></o:p></span></span></p> <p><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language:EN'>The experience a customer has when calling into a Transactional contact center is very different than if he/she had called into an Interactional center. They both may provide the same products and services and even follow the same call flow but the way in which it is delivered is very different. Are you a Transactional center or an Interactional Center? <o:p></o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><b style='mso-bidi-font-weight: normal'><u><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language:EN'>Transactional Centers<o:p></o:p></span></u></b></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'>Provide a greeting<o:p></o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'>Find out what they want<o:p></o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'>Deal with their problem<o:p></o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'>Offer a solution<o:p></o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'>Recap the transaction<o:p></o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'>Provide a closing<o:p></o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'>Complete wrap up <span style='mso-spacerun:yes'> </span></span><span lang=EN style='font-size:9.0pt;mso-fareast-font-family:"Times New Roman"; mso-ansi-language:EN'><o:p></o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'><o:p>&nbsp;</o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><b style='mso-bidi-font-weight: normal'><u><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language:EN'>Interactional Centers<o:p></o:p></span></u></b></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'>Welcome my customer<o:p></o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'>Understand what my customer needs<o:p></o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'>Show empathy and willingness to help<o:p></o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'>Assist my customer by providing the best possible solution<o:p></o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'>Make sure my customer understands<o:p></o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'>Thank them for being my customer<o:p></o:p></span></p> <p style='margin:0in;margin-bottom:.0001pt'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman";mso-ansi-language:EN'>Document the interaction I had with my customer</span><span lang=EN style='font-size:9.0pt; mso-fareast-font-family:"Times New Roman";mso-ansi-language:EN'><o:p></o:p></span></p> <p><span class=style21><span style='mso-ansi-font-size:12.0pt; mso-bidi-font-size:12.0pt;font-family:"Arial","sans-serif"; color:black;font-weight:normal;mso-bidi-font-weight:bold'><o:p>&nbsp;</o:p></span></span></p> <p><span class=style21><span style='mso-ansi-font-size:12.0pt; mso-bidi-font-size:12.0pt;font-family:"Arial","sans-serif"; color:black;font-weight:normal;mso-bidi-font-weight:bold'>Employee Development  Can t, Won t or Don t Know How</span></span><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language:EN'><o:p></o:p></span></p> <p><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language:EN'>One of the questions I am asked often is how to improve the performance of an employee. In order to do this I have found there is one important step often missed in developing an action plan for improvement. Once you identify a performance gap you must identify the reasons behind why an employee is not performing up to standards. It is always one of three things. Either they can t, they won t or they don t know how. <o:p></o:p></span></p> <ul type=disc> <li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt: auto;mso-list:l0 level1 lfo2;tab-stops:list .5in'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN'>If they <i><span style='mso-bidi-font-weight:bold'>can t </span></i>it s because they physically or mentally not able to perform the job. Training is always the course of action here to see if physical or mental challenges can be overcome.<span style='mso-spacerun:yes'>  </span><o:p></o:p></span></li> <li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt: auto;mso-list:l0 level1 lfo2;tab-stops:list .5in'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN'>If they <span style='mso-bidi-font-weight:bold'>won t</span> it s because they don t want to, don t care to or don t see a reason to perform the job. If this is the case you must communicate the important reasons behind why you are asking them to perform a certain duty. You must then ask for their commitment to begin performing.<span style='mso-spacerun:yes'>      </span><o:p></o:p></span></li> <li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt: auto;mso-list:l0 level1 lfo2;tab-stops:list .5in'><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language: EN'>If they <i><span style='mso-bidi-font-weight:bold'>don t know how</span></i> it s because they need further instruction or guidance on how to perform the job. Many great representatives need a bit more training and coaching but once they ve got it, they can become your top performers.<span style='mso-spacerun:yes'>   </span><o:p></o:p></span></li> </ul> <p><span style='font-size:9.0pt;font-family:"Arial","sans-serif"; color:black'><br> </span><span class=style21><span style='mso-ansi-font-size:12.0pt; mso-bidi-font-size:12.0pt;font-family:"Arial","sans-serif"; color:black;font-weight:normal;mso-bidi-font-weight:bold'>A golden Rule for Incentive and Reward Programs </span></span><span class=style21><span style='mso-ansi-font-size:12.0pt;mso-bidi-font-size: 12.0pt;color:black;font-weight:normal;mso-bidi-font-weight:bold'><o:p></o:p></span></span></p> <p><span style='font-size:9.0pt;font-family:"Arial","sans-serif"; color:black'>We spend a lot of time and effort developing reward and incentive programs and if we are not careful, we could actually be driving bad behavior and rewarding the wrong employees. Here s an easy way to identify whether or not your program follows the golden rule. Ask yourself these three questions: </span><span style='font-size: 9.0pt'><o:p></o:p></span></p> <p style='margin-left:.5in;text-indent:-.25in;mso-list:l2 level1 lfo3'><![if !supportLists]><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: Arial;color:black'><span style='mso-list:Ignore'>1.<span style='font:7.0pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><![endif]><span style='font-size:9.0pt;font-family:"Arial","sans-serif";color:black'>Does your incentive program reward your top performers?</span><span style='font-size:9.0pt'><o:p></o:p></span></p> <p style='margin-left:.5in;text-indent:-.25in;mso-list:l2 level1 lfo3'><![if !supportLists]><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: Arial;color:black'><span style='mso-list:Ignore'>2.<span style='font:7.0pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><![endif]><span style='font-size:9.0pt;font-family:"Arial","sans-serif";color:black'>Does it encourage your developing performers?</span><span style='font-size:9.0pt'><o:p></o:p></span></p> <p style='margin-left:.5in;text-indent:-.25in;mso-list:l2 level1 lfo3'><![if !supportLists]><span style='font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: Arial;color:black'><span style='mso-list:Ignore'>3.<span style='font:7.0pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><![endif]><span style='font-size:9.0pt;font-family:"Arial","sans-serif";color:black'>Does it de-motivate your slackers?</span><span style='font-size:9.0pt'><o:p></o:p></span></p> <p><span style='font-size:9.0pt;font-family:"Arial","sans-serif"; color:black'>If you can answer yes to all three questions you re on the right track to a winning incentives and rewards program!<span style='mso-spacerun:yes'>   </span><br style='mso-special-character: line-break'> <![if !supportLineBreakNewLine]><br style='mso-special-character: line-break'> <![endif]><o:p></o:p></span></p> <p><span class=style21><span style='mso-ansi-font-size:12.0pt; mso-bidi-font-size:12.0pt;font-family:"Arial","sans-serif"; color:black;font-weight:normal;mso-bidi-font-weight:bold'>SpotOn Scoring for your Quality Monitoring Evaluations </span></span><span class=style21><span style='mso-ansi-font-size:12.0pt;mso-bidi-font-size: 12.0pt;font-weight:normal;mso-bidi-font-weight:bold'><o:p></o:p></span></span></p> <p><span lang=EN style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-language:EN'>When it comes to scoring skills on your quality monitoring form I have seen it all! Here are a couple of my least favorites:<span style='mso-spacerun:yes'>   </span></span><span lang=EN style='font-size:9.0pt;mso-fareast-font-family:"Times New Roman"; mso-ansi-language:EN'><o:p></o:p></span></p> <p style='margin-left:40.8pt;text-indent:-.25in;mso-list:l3 level1 lfo4'><![if !supportLists]><span style='font-size:9.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol;color:black'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><![endif]><span style='font-size:9.0pt; font-family:"Arial","sans-serif";color:black'>Poor, Fair, Good, Excellent and Superior  With this scoring you have conversations with representatives around whether they were  poor or  fair . And, what s the difference between poor and fair anyway. Or how about the difference between Excellent and Superior?<o:p></o:p></span></p> <p style='margin-left:40.8pt;text-indent:-.25in;mso-list:l3 level1 lfo4'><![if !supportLists]><span style='font-size:9.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol;color:black'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><![endif]><span style='font-size:9.0pt; font-family:"Arial","sans-serif";color:black'>1, 2,3,4,5  Once again, very subjective& What constitutes giving a 1 vs. a 2 or a 4 vs. a 5?<span style='mso-spacerun:yes'>      </span><o:p></o:p></span></p> <p style='margin-left:4.8pt'><span style='font-size:9.0pt;font-family: "Arial","sans-serif";color:black'>When it comes to scoring quality monitoring evaluation forms Foundation and Finesse Scoring is my favorite. <o:p></o:p></span></p> <p style='margin-left:40.8pt;text-indent:-.25in;mso-list:l1 level1 lfo5'><![if !supportLists]><span style='font-size:9.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol;color:black'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><![endif]><b style='mso-bidi-font-weight:normal'><span style='font-size:9.0pt;font-family:"Arial","sans-serif";color:black'>Foundation Scoring</span></b><span style='font-size:9.0pt;font-family:"Arial","sans-serif"; color:black'> is for objective skills such as verification. With these skills you are able to identify  if a skill was demonstrated. If it is a  yes that means that the representative  fully demonstrated the skill and gets maximum points. If it is a  no , the representative  did not demonstrate the skill and gets zero points.<span style='mso-spacerun:yes'>  </span><o:p></o:p></span></p> <p style='margin-left:40.8pt;text-indent:-.25in;mso-list:l1 level1 lfo5'><![if !supportLists]><span style='font-size:9.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol;color:black'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><![endif]><b style='mso-bidi-font-weight:normal'><span style='font-size:9.0pt;font-family:"Arial","sans-serif";color:black'>Finesse Scoring </span></b><span style='font-size:9.0pt;font-family:"Arial","sans-serif"; color:black'>is for subjective skills such as voice tone or empathy. With these skills you need to be able to identify  how a skill was demonstrated and to what level. You use tiered scoring for these types of skills. <o:p></o:p></span></p> <p style='margin-left:76.8pt;text-indent:-.25in;mso-list:l1 level2 lfo5'><![if !supportLists]><span style='font-size:9.0pt;font-family:"Courier New";mso-fareast-font-family: "Courier New";color:black'><span style='mso-list:Ignore'>o<span style='font:7.0pt "Times New Roman"'>&nbsp;&nbsp; </span></span></span><![endif]><span style='font-size:9.0pt;font-family:"Arial","sans-serif";color:black'>Fully demonstrated the skill = maximum points<o:p></o:p></span></p> <p style='margin-left:76.8pt;text-indent:-.25in;mso-list:l1 level2 lfo5'><![if !supportLists]><span style='font-size:9.0pt;font-family:"Courier New";mso-fareast-font-family: "Courier New";color:black'><span style='mso-list:Ignore'>o<span style='font:7.0pt "Times New Roman"'>&nbsp;&nbsp; </span></span></span><![endif]><span style='font-size:9.0pt;font-family:"Arial","sans-serif";color:black'>Developing the skill = partial points<o:p></o:p></span></p> <p style='margin-left:76.8pt;text-indent:-.25in;mso-list:l1 level2 lfo5'><![if !supportLists]><span style='font-size:9.0pt;font-family:"Courier New";mso-fareast-font-family: "Courier New";color:black'><span style='mso-list:Ignore'>o<span style='font:7.0pt "Times New Roman"'>&nbsp;&nbsp; </span></span></span><![endif]><span style='font-size:9.0pt;font-family:"Arial","sans-serif";color:black'>Did not demonstrate the skill = zero points<o:p></o:p></span></p> <p><span style='font-size:9.0pt;font-family:"Arial","sans-serif"; color:black'>What I love about Foundation and Finesse Scoring is that it takes it back to whether or not the representative demonstrated the skill and to what level based on your definitions of what it takes to accomplish each skill. I also love that Finesse Scoring has 3 choices and not 5. Five is too many and will cause inconsistencies in scoring and calibration. <o:p></o:p></span></p> <p><span style='font-size:9.0pt;font-family:"Arial","sans-serif"; color:black'><o:p>&nbsp;</o:p></span></p> <p><span style='font-size:9.0pt;font-family:"Arial","sans-serif"; color:black'><span style='mso-spacerun:yes'>  </span></span><span style='font-size:9.0pt'><o:p></o:p></span></p> </td> </tr> <tr style='mso-yfti-irow:2;mso-yfti-lastrow:yes'> <td style='padding:0in 0in 0in 0in'> <p class=MsoNormal style='line-height:14.0pt'><span style='font-size: 9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family:"Times New Roman"; color:black'>&nbsp;<o:p></o:p></span></p> </td> </tr> </table> </div> <p class=MsoNormal align=center style='text-align:center;line-height: 14.0pt'><span style='font-size:9.0pt;font-family:"Arial","sans-serif"; mso-fareast-font-family:"Times New Roman";color:black;display:none; mso-hide:all'><o:p>&nbsp;</o:p></span></p> <div align=center> <table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0 width=530 style='width:318.0pt;mso-cellspacing:0in;mso-yfti-tbllook: 1184;mso-padding-alt:0in 0in 0in 0in'> <tr style='mso-yfti-irow:0;mso-yfti-firstrow:yes;mso-yfti-lastrow: yes'> <td style='padding:0in 0in 0in 0in'></td> </tr> </table> </div> <p class=MsoNormal align=center style='text-align:center;line-height: 14.0pt'><span style='font-size:9.0pt;font-family:"Arial","sans-serif"; 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