IDEA #5 – Process versus People. Process versus People. This simply means to focus primarily on your processes rather than on your employees when it comes to improving results. I am not suggesting ignoring people’s performance but merely switching the … Continue reading
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 to … Continue reading
“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 adherence … Continue reading
“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 expectations. … Continue reading
“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 and … Continue reading
“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 victims … Continue reading