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Category Archive for: ‘Tip of the Week’

Try fun activities to keep workforce management concepts interesting.

September 22 – We have conducted a variety of “fun” activities to try to keep workforce management concepts interesting. We have done the tennis ball activity where the tennis ball represents a call and half the agents are customers while the other half are agents. This allowed us to demonstrate many concepts such as occupancy, AHT, queue times, abandoned calls, …

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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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