Jace Hills

ITSM Professional
My posts are my views.

[Jace Hills @ITManager_Jace]

@PlexSystems @Nuke2025Town I am getting the same. Help!

[Jace Hills @ITManager_Jace]

Thanks for for including me @SueDuris

[Sue Duris, CCXP @SueDuris]

@ITSM_Jace @B2Bsalesandmkg @peaksixmedia @annettefranz @laurenqvolpe @GreenRope @EJEngwall @stephaniethum @bnhdoyle @JeremyHyde_ @clearaction @SueDuris You’ve been quoted in my #Wakelet collection "#CXChat - June 19, 2019 - CX in the Contact Center" - https://t.co/te3UdQRWgM

[Jace Hills @ITManager_Jace]

Super proud to work for a company that gives back. Our HR team has really stepped up their community awareness recently. Nice work everyone.

[Jace Hills @ITManager_Jace]

Another solid presentation by @kenwendle today on V*A*L*U*E*. Thanks for hosing @ITSMAcademy @ITSM_Lisa

[Jace Hills @ITManager_Jace]

Here's the link: https://t.co/KgPD7LtTP4

[Jace Hills @ITManager_Jace]

Catching up on @PeteAwe's "How to Be Awesome at Your Job" podcast and ep. 448 with @littleplatoons guided me on my commute today. Ah ha moment was that we spend to much time focusing on the bad that we are OK with the good and that transforms everyone into the same.

[Jace Hills @ITManager_Jace]

Major pet peeve alert: Practice your presentations with who will be guiding it along if its not you. Taking time to say 'next slide' between each slide and making us endure the awkward silence takes away greatly from your message.

[Jace Hills @ITManager_Jace]

@clearaction Gotta love the Muzak... #CXChat

[Jace Hills @ITManager_Jace]

A1 | My experience has been lousy scripts. #CXChat

[Sue Duris, CCXP @SueDuris]

Q1. What are the biggest customer experience pain points in the contact center? #CXChat #cctr #CX

[Jace Hills @ITManager_Jace]

@ITSM_Jace checking in for the first time in a long time. Can't wait. #CXChat

[Jace Hills @ITManager_Jace]

@EricaMarois Thanks for all you do each week @EricaMarois

[Jace Hills @ITManager_Jace]

A7 | Its only effective and appropriate if wanted. You'd be surprised by the number of employees that don't want recognized. Ask how they'd like to be recognized to be most effective. #ICMIchat

[Erica Marois @EricaMarois]

Q7: What are some examples of effective and appropriate employee recognition tactics to enact during a period of change? #ICMIchat

[Jace Hills @ITManager_Jace]

A6 | We have all levels engaged in our Change Management process. Regular design and update meetings, testing...gets everyone to buy in and keeps them engaged. Engaged employees push ahead. #ICMIchat

[Erica Marois @EricaMarois]

Q6: How can you get employees at all levels of the organization involved in pushing change forward? #ICMIchat

[Jace Hills @ITManager_Jace]

A5: All the yes's. If we were a culture that beat the failure horse people would just stop telling us when they failed, not learn and move on. We strive to be better each day but we can only do that if we are allow to make mistakes and grow. #ICMIchat

[Erica Marois @EricaMarois]

Q5: Do you agree with that advice? (Make it safe for employees to fail)

Why/why not? #ICMIchat

[Jace Hills @ITManager_Jace]

@EricaMarois Sometimes its just good to learn from you all. Smarty pants for sure.

[Jace Hills @ITManager_Jace]

So glad to just take part and ready the knowledge flowing today...such good information #ICMIchat

[Jace Hills @ITManager_Jace]

A4: Clearly define the purpose. A lot of times we say do this or do that but not why. Why are we doing this? To meet this or that, nah. There's something bigger at work here. #ICMIchat

[Jace Hills @ITManager_Jace]

@justinmrobbins This is a great idea!

[Jace Hills @ITManager_Jace]

A2: Engage way before disengagement sets in. Show why they ARE important instead of why the WERE important. #ICMIchat

[Jace Hills @ITManager_Jace]

A1: We reformulated some KPI targets and had many questions on the new measurements, even though we just adjust targets mainly.#ICMIchat