Category Archives: Performance Management

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

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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

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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 2)

“Time is on your side.” Jerry Ragovoy   In my previous topic I suggested an emphasis towards Historical Schedule Adherence instead of Real-Time Schedule Adherence. I also suggested how to implement with success by the following three steps. Set clear … Continue reading

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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 1)

“If you do what you’ve always done, you’ll get what you’ve always gotten.” Anthony Robbins   Creating a cost efficient and truly motivated workforce in a call center environment is always a challenge. Employees are literally “chained” to their phones … Continue reading

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Necessity Is The Mother Of Invention

“When you don’t know where you are going, any road will take you there.” Charles Lutwidge Dodgson   Most of you have some kind of reporting tool, some tools even work relatively well, but the odds are you are all … Continue reading

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