Category Archive for: ‘Tip of the Week’

Hire “puzzle people” in your workforce management department.

August 11 – Hiring talented people into the workforce management group (WFM) is always a challenge.  You want both analytical and interpersonal skills, and ideally some previous experience with the software programs you use.  Over the years, I have tried a variety of different approaches in the hiring and selection process, one of which is so simple and easy to …

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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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