HUDDLES AND COMMUNICATION BOARDS 

Team Huddles provide teams with the opportunity to align real quick on team / individual, drive moral, accountability, and allow platforms for feedback.

Communication boards add visibility to communication and allow team members to easily stay up to date with aggressive change driven by implemented solutions, and keep top focus on the most important items team members. 

1 | Why do we have Team Huddles?

Boosting contact-center performance through employee engagement

https://www.mckinsey.com/~/media/mckinsey/business%20functions/operations/our%20insights/boosting%20contact%20center%20performance%20through%20employee%20engagement/boosting-contact-center-performance-through-employee-engagement.pdf

Morale

• How is your team doing? 

• How do they feel about the day?  

• What may be affecting them personally in positive or negative ways.  

• How can we listen to understand?

• How can we help folks “shift” if needed?

Celebrations

• What is going well at work or outside of work?  

  • Focus on wins as much as possible.  This brings a positive outlook with a winning mentality to the rest of the mtg.

Announcements

• What is changing in / outside their realm?  

• What does the team need to be reminded of a few times?  

• Has everyone been easily brought in to this change?  

• Is everyone bought in to this change or understand fully why its happening?

Buy-in is one of the most effective things we can bring as leaders along with highly influential change to the way an organization is ran.

feedback

• What Major problems / recent problems is the team struggling with?

• What are your customers or other departments that receive your deliverable most frustrated with or have issues with?

• What Items with process, kpis, strategy does YOUR team have the most issue with?

• What feedback do team members have with the company or you as their leader?

KPI goals and initiatives

• What is the top KPI Focus the team is working on?

• What is the “monthly goal”?

• What is everyone's direct contribution or influence in hitting that goal?

• What are they doing to do “their” part?

• How is everyone performing at hitting their daily / weekly / monthly goals?

• How is the team doing?

• What are they specifically going to change to hit their next goal?

RCPS

RCPS (root-cause problem solving)

• Root Cause Problem Solving can take a lot of bandwidth.  

• This is best done in a way that during the huddles that no problems are being solved during the huddles, only quick and effective updates to the team / peers on highest impact problems they are working on, and what help and collaboration they could receive to be more successful in getting the BEST solutions through implementation.

• No individual should have more than 5 problems on their active problem board at at time.

• Each person should own their section of the huddle board and own the problems that are assigned to them.

4 | Communication board SOP

Items that should be on a communication board:

• Daily Moral - Write this during the huddle

• Daily Celebrations - Write this during the huddle

• Daily / Weekly / Monthly Announcements - These could be announced earlier or at any time during the huddle, but the value is to use this to remember what to discuss and drive buy-in and transparency.

• KPIs

• Staffing

• Skills Matrix

• EES

• RCPS board