Just about everyone agrees: employees that feel rewarded tend to be more productive and more effective in their roles—and they’re less likely to depart for greener-looking pastures.
Here are a few ideas for livening things up in your contact center:
For some contact centers, coverage can be a big issue. Too many agents costs too much. Too few agents costs even more—in lost sales and lost loyalty. So predicting demand and staffing to match isn't just important—it's crucial.
Here are a few reasons why you should pay attention to agent scheduling:
So you've hired a great team of agents. Initial onboarding activities went well. Your agents are making and taking calls, and business is good.
But business (and agents) can always get better—and coaching your agents is one of the most cost-effective ways you can help. Be a good coach and everyone will thank you—from your agents to those folks in the boardroom.
Here are 7 tips to consider when looking to improve your agent coaching strategy:
There are many standard traffic measurements (performance metrics) that can be performed on a call center to determine its performance levels. However, the most important performance measures are:
