IV edycja warsztat biznesowych Media Experience za nami. O tym, ?e elastyczno?? nie wystarcza i trzeba by? Zmian?, rozmawiali z zaproszonymi ekspertami przedsi?biorcy z bran?y Obs?ugi Klienta.
We're back after a break
After a short, pandemic break, Media Experience again became an inspiration for entrepreneurs to modernize their Business. In the 4th edition of the workshop, the speakers focused on the Agile method known from the IT industry - i.e. agile project management. Its essence is to prepare the team for changes, regardless of the stage of task implementation. With this approach, the contractor's focus is always on customer satisfaction and meeting his expectations.
Are you AGILE?
The long-term sales director at Media System told about how to introduce the Agile method to organizations from the Customer Service industry. Agility supports teams in terms of not only work quality and productivity, but also improves employee retention and increases attendance on projects. A great support in the introduction of Agile in the Media System was the creation of the Media Portal - a Call Center management center. In a nutshell, it is used to record working time and test its quality. Its undoubted advantage in the context of the Agile method is the ability to receive instant feedback - conversation evaluations can be issued instantly, and the Quality Department, coordinator and consultant have an immediate preview of the result.
More about the functions of the Media Portal: https://mediasystem.pl/media-portal-jako-nowoczesny-program-motywacyjny/ )
Agile people management
Dr. Anita Kubanek, a lecturer at the Kazimierz Wielki University, talked about agile people management. In his work, he uses unusual methods, such as visualization using a drawing. Workshop participants had the opportunity to learn how to easily graphically present complex processes and operating diagrams, as well as to make their first business drawings.
Generation Z
During the lecture, an extremely topical topic was also discussed, which is the entry of generation Z into the labor market and the resulting challenges and opportunities. For efficient team management, it is crucial to understand how the world is perceived by the youngest employees. Their expectations focused around the 3xF principle - Fun, Friends, Feedback - may be a hint on how to organize the work of "Zetek". For the youngest employees, work is to be a friendly place where they can develop and improve in what they enjoy. They value quick and accurate feedback. It's not enough for them to say "it's okay" or "I don't like it" - they expect to be able to discuss the effects of their work with their superiors and draw conclusions for the future.
You can't avoid outsourcing anyway
The workshops were an opportunity to exchange experiences and discuss the changes that have affected the business in recent years. During the discussion panel "You won't avoid Outsourcing anyway", the speakers and the invited guests - Media System Partners - tried to answer the question of how to be an expert in a given field and create changes in the industry at the same time. Outsourcing is a good solution that, on the one hand, allows you to transfer some of the responsibilities to specialists, and on the other hand, allows you to maintain control over the quality of service and methods of task implementation.
After a short break, we return to the annual meetings of the world of Business and Science, during which we exchange experiences in the field of Customer Service and Contact Center. We invite you to the next edition of the Media Experience workshop in 2023. Details coming soon!
Watch the report:
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