How Coca-Cola Drives Supervisor Adoption


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As part of our recent Customer Advisory Council, Tina Bjork, customer care e-Learning manager for Coca-Cola Refreshments, shared some of her team’s best practices for driving supervisor adoption of the Knowlagent platform, as well as driving overall business results.

Our team at Coca-Cola is responsible for creating engaging learning experiences – including Questions of the Day, tips and courses in Knowlagent – delivering them to our associates in the U.S. and Canada, and then tracking the results of all of these activities.

Here are some of the best practices we’ve developed to keep supervisors engaged with Knowlagent and actively using the system:

BP #1: Get them using it from Day One.

Agents use Knowlagent and C.O.L.A. (our internal information repository) from Day One in the new hire class. It is integrated into our culture from the very beginning, which helps increase adoption when they are actually performing the job.

The same foundational training is also provided to supervisors with additional time spent on the coach console, reporting and some agent adoption techniques. We also engage them with an e-Learning Overview, which helps them to get to know our team.
Many times, we don’t have time as the e-Learning group to interact with all of the leaders across the enterprise. Spending time initially to introduce our team and build that relationship has definitely helped drive adoption. From the beginning, we establish with our leaders what they can expect from our team and what we can expect back from them.

BP#2: Make them a part of the content creation process.

We believe that success begins with our leaders. Getting them to use the system and buy-in to how it can benefit their teams is how we have created a culture of supervisor-empowered adoption.

Involving supervisors in the content creation process drives adoption. Our supervisors are the subject matter experts, so we encourage them to contribute content in the system. For example, we created a “build it yourself” Jeopardy game that makes it easy for supervisors and other leaders in the organization to input their own content.

They can then play this game, which launches out of Knowlagent, in team meetings or one on one during their individual Learning Breaks. Giving supervisors ownership over the content helps drive adoption within their groups.

BP#3: Follow-up.

While it is important to get supervisor buy-in early and get them excited about using the system, if you never follow-up and let them know how they are doing, you can’t expect positive results.

We meet with supervisors on a bi-weekly basis in a formal meeting where we share Knowlagent stats, Questions of the Day and course completion rates, as well as open the floor for supervisors to express their suggestions and new ideas.
Additionally, we incent supervisors of top performing teams with rewards points based on how their team participated in different activities such as Question of the Day. It starts to get really competitive, which also drives engagement.

Read more about how Tina and her team are able to keep supervisors engaged and on-board with more Best Practices for Supervisor Adoption.

Republished with author's permission from original post.

Shannon Cherry
Marketing Coordinator for Knowlagent Call Center Management Solutions. Responsible for developing advertising campaigns, webinars, white papers, landing pages, press releases, case studies and various sales tools.


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