Call Center Scheduling New Year's Resolutions - Customer Inter@ction Solutions

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»Free Premium Content Customer Inter@ction Solutions: 1/11/2012 eNewsletter

Featured Articles » Ted Davis Chosen by ARI to Spearhead Call Center Operations » Call Center Outsourcing 'Discouraged' In Proposed US Law » Call Center Outsourcing Market Sees Impressive Growth in 2011, Expects it to Continue in 2012   Sponsored By: Avaya This e-newsletter is brought to you by Avaya. Now is the time to transform your call center into a profit center. The key lies in aligning your customers' preferences with solutions that reduce costs and increase revenue. Avaya helps you see how agent retention impacts customer service. Read more in the Contact Center Consumer Preference eBook   Top Stories » Custom Call Center Furniture is the Way to Go » Telax Launches Contact Center Software for Apple Product » Coming to A Contact Center Near You: 'Smart' IVR Technology   From The Expert Corner January 10, 2012 Call Center Scheduling New Year's Resolutions By Chris DiMarco, TMCnet Managing Editor For most, the beginning of a New Year is the perfect time to reflect on the accomplishments of the last 12 months and set goals that will define the next 12. This is as true for a call centers as it is for an individual, and as your agents start to filter back in from the holidays it’s important to take a look at where you’ve been and where you want to go. Here are three New Year’s resolutions that you can implement in your call center management strategy to increase your effectiveness in 2012. 1. Invest more in your agents: You agents are more than just the bodies that fill your seats, they’re the heart of the team. As such, this year you should resolve to take their needs into consideration more. Work with your agents to make schedules that fit around their unique needs. If you’re having adherence issues, instead of using negative reinforcement, try strategies that offer rewards for tighter schedule adherence, You can reward the most effective agents with... Read More   Featured Video Asterisk Virtualization Techniques for Cloud Services   Featured Channels » Call Center Certification » Call Center Training » Call Monitoring   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Contact Us   Company Directory    |    All Editors' Info   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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