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What is the easiest and best way to disseminate information to staff in a Call Centre when you have rotational staff who differ from day to day?

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Question added by Melody Engelbrecht , Faculty Officer , University of Witwatersrand
Date Posted: 2015/10/05
Duncan Robertson
by Duncan Robertson , Strategy Consultant , Duncan Robertson Consultancy

Hold a short informal meeting with no more than about a dozen people at a time, standing up.  Tell them what they need to know.  Have the main points in big letters on a whiteboard.   Distribute a one page handout at the end. (Be ruthlessly efficient about the whiteboard and handout.) Say the most important things twice, at least.  Maybe Facebook or Tweet it to them as well.

Always remember the basic system of giving information.  'First, tell 'em what you're going to tell 'em.  Then tell 'em.  Then tell 'em what you've told 'em.'

Go around the office during the shift and test people on what they are supposed to know.  Be happy and fun about it. 

Be very clear that anybody who persistently fails to pay attention and take in the information will get fired.  Once the whole system is up and running and everybody is used to it, it will be pretty painless.

Ask the staff for feedback on how to make it easier for them to get the information. Make sure they are not scared to be honest.  Do what they tell you.

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