There’s a growing body of business literature promoting the idea that ‘little and often unconnected actions, can make a massive difference’……the ‘art of nudgery’ as Tom Peters puts it.
Nudgery is quick to implement, inexpensive and is best when lots of actions take place at once.
Here are some examples of nudgery in contact centres:
- Extend monthly Team Leader meetings by one hour for development – ask internal or external contacts to lead
- Ask Managers / Team Leaders to discuss domestic issues at their daily ‘buzz’ sessions as well as performance – office tidiness, standard of cleaning, clear desk policy, quality of canteen food, reception area, coffee machines…then improve Continue reading