Tag: performance improvement

  • LOVE your employees #6: Skills

    LOVE your employees #6: Skills

    Why a ‘learning culture’ is key to organisational success

    At Silver Lining Solutions we work with organisations around the world and have found that there are two basic drivers behind skills development.

    However, simply addressing the points above does not mean that organisations have created and embedded a successful learning culture.

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  • LOVE your employees #5: Internal Communications

    LOVE your employees #5: Internal Communications

    Create value from internal communications

    Internal Communications are vital to make sure management and staff are ‘on the same page’. Company strategies and objectives should be explained in a way that results in employees knowing how their own jobs support company goals, which helps keep people motivated and engaged. In a nutshell, companies that ‘do’ internal communication well are able to make employees feel informed, inspired and engaged.

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  • LOVE your employees #4: Diversity

    LOVE your employees #4: Diversity

    Diversity is good for business.

    Today, diversity in the workplace is a top priority for businesses, not-for-profits, government, society, and – most important of all – the vital talent that will drive their future success. There are plenty of research statistics that support this.

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  • LOVE your employees #3: Innovation

    LOVE your employees #3: Innovation

    Companies that are innovative perform better. Fact.

    In 2014, Google, the world’s most valuable company (it actually knocked Apple off the top spot earlier this year) actually put in formal rules requiring every employee to dedicate one day a week to side projects. The thinking behind this was that encouraging people to be creative would reinforce its deeply innovative culture. We’ve done a bit of research and looked at proven tactics - within the reach of all organisations – that really do foster innovation in the workplace.

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  • The workplace’s most valuable asset

    The workplace’s most valuable asset

    Recent events confirm that capitalism has lost ground to trade protectionism and the rejection of globalisation. The recent US presidential election result and the United Kingdom’s decision to break away from the European Unit (aka ‘Brexit’) evidence this, and we are witnessing similar sentiment in key EU markets such as France, Germany, Austria and Sweden.

    But what does all this mean to business?

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  • Market Trend Briefing - November 2016

    Market Trend Briefing - November 2016

    In its monthly Market Trends Briefing, Silver Lining Solutions shares insights from a recent McKinsey Report that explores the true importance of investing in people skills in contact centre environments.

    Most of the leaders surveyed do not believe that their companies have the frontline skills or leadership talent to meet these changing customer needs, and that large investments will probably be required to fill the skills gap. The table shows that a majority feel that it will be necessary to hire new employees or train current ones rather than rely on technology, and that it will be important to develop both service and sales capabilities which, according to McKinsey, is “a departure from the two roles’ largely separate profiles today.”

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  • Telenor  Realises Spectacular Sales and Service Improvements Across Five Contact Centres

    Telenor Realises Spectacular Sales and Service Improvements Across Five Contact Centres

    Silver Lining’s OEM partner, Geneys, has recently published a fantastic case study on the benefits our joing solutions have delivered for Telenor.

    Sales increase by approx. 25% for new temporary agents compared to established advisors NPS improved from 14 to 52 for new, temporary advisors

    Read more at: http://www.genesys.com/uk/about-genesys/customer-stories/telenor

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  • The importance of sensible goals

    The importance of sensible goals

    It’s that time of the year. Goal setting, putting plans into action. As we transition from reflection to projection, we optimistically start our new journey. Lose weight. Exercise more. Save more money. Be kinder. Be better. And then, 12 months later, we do it all again. Why do so many fail at keeping resolutions, and what can be done to increase the chances for success and real change, real improvement, real achievement of goals?

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