“At the very beginning, it would take [new team members] three months before they could get comfortable enough to start taking phone calls. The last team member that was onboarded was able to start taking phone calls within two weeks. It was just amazing and they were so excited!”
Janice Smith, Director Enterprise Services Support
Janice Smith, Director Enterprise Services Support and Rebecca Mark, Head of Lending Support at Farm Credit Mid-America shared how KCS helps their team build consistency, trust, and reliability while reducing burnout.
A focus on change management, coaching, and demand-driven content enables a small team to provide excellent support to 1600 internal requestors!
“Sometimes we’ll get asked questions like: ‘Was your team very receptive to this? KCS seems like something extra to do.’
The team, given where they were and wanting to answer questions quickly, were receptive overall. And it was just helping them understand that KCS is part of their job and not extra work. Because if you think about the time it takes to solve something over and over and over and over and over again, why wouldn’t you invest that time in solving it once?”-Rebecca Mark, Head of Lending Support
Resources Shared
- Slides (PDF)
- Upcoming Public Events
- KCS Training
- If you are interested in presenting at a future KCS in Action or being part of a Practitioner Panel on a topic, contact us.
- Get notified about future events by signing up for the mailing list.
Chat Highlights
Terry Pollard: Love that idea of rotating coaches!
Sara Feldman | Consortium | Las Vegas: Gotta capture that: New hire time to become phone call ready went from 3 months >> 2 weeks! WOW
Robert Watson: Totally agree first hand! Bringing over old knowledge collateral into KCS is a detriment to the evolution of knowledge!! Great advice!!
Terry Pollard: I like how you emphasized the human connection and starting from there…it seemed an undercurrent to the presentation today.