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Revisiting Your Service Level Objectives
Monthly Archives: June 2017
Agent Performance Standards: Keep It Simple
In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out. Yes, if I’m one of your agents, give me some objectives on being in the right place at the …
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Building a Culture of Engaged Employees
10 Causes of Inaccurate Forecasts (and How to Avoid Them)
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”. If it’s …
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Motivation and Engagement: Your Leadership Matters
5 Secrets to Better Scheduling Results
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential. Fortunately, scheduling is a process that can be learned and continuously improved. You get better at it with practice! We’ve …
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7 Rules of the Road for Recruiting and Hiring