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Category Archive for: ‘Tip of the Week’

Don’t make your agents “Play Battleship” to change their schedule.

  September 15 -  Do you remember playing the game Battleship where one player places their ships on a grid and the other player tries to guess where the ships are located based on “X-Y” coordinates? It usually takes a number of guesses until you get “a hit.” The agent schedule change process can be a lot like Battleship, except …

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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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