Category Archive for: ‘Tip of the Week’

Are your line supervisors and managers held responsible for service level?

April 14 – As workforce managers, most (if not all) of you are at least partially held accountable for meeting your service level goals. Even though you are largely responsible for meeting this goal, there are various factors outside of your control that can contribute to not meeting the goal. Agent and supervisor behavior can impact whether or not you …

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Create a Workforce Handbook.

November 11 –   Most companies have an employee handbook.  This includes most everything that HR would want to ensure an employee knew going into their new job.  It also allows employees to know what to expect on all HR facing matters while providing management with a roadmap to processes.  Have you ever been asked about shift bids, scorecards, adherence, …

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Use an Early Release program to benefit both agent and company.

November 4 – Our company has a daily program available to the Reservation Sales Reps and Customer Care Agents called Early Release (ER). If an agent would like to leave work early without being penalized, they can sign up online via the electronic ER sheet upon arriving to work with their phone login, shift start and end time, and the …

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