Scheduling
7 Best Practice Tips for Contact Center Vacation Planning
‘Tis the season to start thinking about next year’s vacation plan. No, I’m not talking about YOUR vacation plan (although you need to start thinking about that, too). I’m talking about the vacation plan for your contact center agents. What!?! You don’t do vacation planning at your contact center? Whoa! Then this article is coming [...]
Schedule Trade Restrictions: What’s the Point?
In the break room of my first call center, we had a bulletin-board that agents used primarily to solicit schedule trades. As I recall, it seemed as though every week some baby’s birthday party was in jeopardy because of a less-than-desirable schedule UNLESS some kind soul was willing to trade. Suffice it to say our agents would [...]
Art and Science of Workforce Management Explained
If you’ve been around this industry any length of time, you’ve likely heard someone define Workforce Management as “the art and science of making sure the right people are in the right place at the right time.” I wouldn’t exactly call this a definition, but it is something relatively easy for sales people to remember. Definition [...]
At-Home Work Rules!
After having worked in an office the past two weeks, I have re-affirmed my belief that there’s no place like home when it comes to work. Although not all jobs are suited for at-home work, one job that is ideal for an at-home program is the job of a call center agent. Benefits for the [...]
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