Category Archive for: ‘Tip of the Week’

Consult with your QA colleagues about new trends/patterns.

March 23 – When looking at trends or patterns of AHT, after-call work time, or other in-call times, don’t be afraid to consult with your Quality Assurance (QA) team to get their take on things.  Talking with the QA team about any specific events or patterns they are seeing may help you understand better what is happening to your data. …

Read More

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, …

Read More

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 …

Read More