Category Archive for: ‘Tip of the Week’

Make sure to analyze your day-end performance in your center.

November 24 – One of the most important aspects of workforce management analysis is seeing how the business/team has performed on an intraday basis. In the call center environment, we have peak intervals and off-peak intervals. To measure day-end performance on service level, calls offered, and calls answered, we need to check what transpired during each interval which led 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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