Tag: agents
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 [...]
Greg Levin: My Brother-From-Another-Mother
Do you guys know about Greg Levin? If not, you should. I think he’s the only other person on the planet who (like me) writes songs about contact centers. Not only does Greg have a knack for writing irreverent-yet-relevant information on all kinds of contact center topics, his song parodies are absolutely HILARIOUS!!! Some of [...]
Reverse Customer Appreciation (What a Concept!)
I don’t know whether he coined the term, but the popular Consumer Warrior, Clark Howard, frequently refers to contact centers as “Customer-No-Service.” We all have our horror stories of waiting forever to get a hold of a live person only to be transferred and, in many times, disconnected before we ever get our issue resolved. Having [...]
Schedule Adherence that Sticks
We don’t often have the luxury of dictating when our customers calls us. So it stands to reason that, ultimately, Workforce Management only “works” if our agents are doing WHAT we need them to do WHEN we need them to do it. Sure, we can spend countless hours perfecting our forecast. We can create a [...]
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 [...]
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