The 3 P’s of Call Center Management

You hired your agents for one primary job: to interact with your customers, handle their inquiries, and be strong representatives of your company. But, unfortunately, they have lots of other things to do, too. Some activities – like training and coaching – make them better at their jobs. But there are others – like administrative [...]

By |September 27th, 2012|Best Practices / Metrics|

Pros and Cons of Performance-Based Scheduling

In a previous post, we discussed several key decision points to consider when evaluating a migration to performance-based scheduling. As with most operational changes, you will experience both positive and negative impacts if performance-based scheduling is implemented. The following is a brief list of potential pros and cons: Pros: Increases overall productivity Motivates associated to [...]

By |August 9th, 2012|Best Practices / Metrics, Innovation|

Not So Idle Thoughts on Recycling Idle Time

Recent talk in the industry takes exception with the concept of making idle time productive by suggesting there isn’t really much idle time to be used, that it would cause adherence issues with the call center workforce management tool, and associating it with the detrimental effects of multi-tasking (suggesting that it lowers agent performance). We [...]

By |July 24th, 2012|Best Practices / Metrics|

The Hero and Villain of Contact Center Performance: 3 Lessons Learned from Batman

In the spirit of the new Batman movie, The Dark Knight Rises, I believe there a number of lessons we can learn from the caped crusader concerning the call center’s love hate relationship with performance and productivity. For those of you who have watched the films or read the comics, you realize that Batman was, [...]

By |July 10th, 2012|Best Practices / Metrics|

Do Your Contact Center Agents Have What They Need To Succeed?

In our experience working with leading call center executives around the world, we've found that most share one thing in common: they are invested in their agents’ success. Successful call center executives make it a priority to stay connected to their agents either through sitting with them on a regular basis to listen to calls [...]

By |May 22nd, 2012|Innovation, Training / Coaching|

Changing the Paradigm: Using Workforce Management to Improve Agent Satisfaction

For many years, contact center workforce management (WFM) solutions have been used to optimize agent schedules and productivity. These solutions have most commonly been deployed in contact centers with 250 or more agents, where managers found it impractical to use spreadsheets for scheduling. WFM solutions have been used to forecast the volume of calls and [...]

By |May 1st, 2012|Corporate Culture, Innovation|

Using a SWOT Analysis to Understand Where You Are Today

Before a call center creates a strategic plan, mission or vision, one of the first activities should be to conduct a Strengths-Weakness-Opportunities-Threats (SWOT) analysis. This activity requires all persons involved to be honest with themselves since areas of vulnerability will be discussed openly so that the organization is stronger in the future. Often, a SWOT [...]

By |January 6th, 2012|Best Practices / Metrics|

Do You Trust Your Customers? Do You Trust Your Frontline?

Griffin Hospital in Connecticut grows ten times faster than any other hospital in their state – because they have decided to be completely transparent with patients and families about their hospital records.  This freed up healthcare workers to do what they wanted to do – share and support families in understanding and managing care. What [...]

By |November 22nd, 2011|Best Practices / Metrics|

Keeping New Agents Off the Ledge with an Extended Onboarding Initiatives

The contact center industry has historically been one plagued by high employee turnover. Particularly problematic (and expensive) is early agent attrition – new-hires quitting soon after the contact center has spent ample time and resources recruiting, assessing and training them. While some early attrition can be attributed to poor candidate selection, often rookie reps exit [...]

By |November 18th, 2011|Training / Coaching|