agents

7 Best Practice Tips for Contact Center Vacation Planning

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. Vacation […]

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Greg Levin: My Brother-From-Another-Mother

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 […]

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Schedule Adherence that Sticks

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 […]

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Schedule Trade Restrictions: What’s the Point?

Schedule Trade Restrictions: What’s the Point?

In the break room of my first call center, we had a┬ábulletin-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┬ájeopardy because of a less-than-desirable schedule […]

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At-Home Work Rules!

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 […]

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George Costanza “Gets” Shrinkage

George Costanza “Gets” Shrinkage

In the contact center world, there’s a lot of talk about SHRINKAGE. No, not that kind of shrinkage. I’m talking about the kind that leaves you with fewer staff than you expected. Do You “Get” Shrinkage? Besides causing everyone to […]

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