Category Archive for: ‘Tip of the Week’

Look at schedule adherence from a historical perspective.

November 17 – Schedule adherence has always been a challenge for workforce management teams to calculate, document, and seamlessly disposition time associated with “out of compliance time.”  The primary schedule compliance efforts have centered upon real-time adherence:  “Where is Bob, and why is he not taking calls?”  This is an important function and has a valuable place in center operations.  …

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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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