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Monthly Archives: February 2013

5 Great Ideas to Foster a Motivated Workforce in a Call Center Environment (Part 4)

IDEA #4 Productivity – can’t live with it, can’t live without it.   When it comes to productivity measurements within a call center environment, we are all but too familiar with the AHT (average handling time) indicator. Basically, it refers … Continue reading

Posted in Customer Service, Performance Management, Process Improvement, Workforce Management
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5 Great Ideas to Foster a Motivated Workforce in a Call Center Environment (Part 3)

“Accountability breeds response-ability.” – Stephen Covey   On the previous blog I covered how to set clear expectations and establish effective historical schedule adherence goals. I will now provide a suggestion on how to create accountability within a historical schedule … Continue reading

Posted in Customer Service, Performance Management, Process Improvement, Workforce Management
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