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Call Center Management Feature Article
April 18, 2011
Call Center Management Webinar Focuses on Adherence Best Practices
By Susan J. Campbell, TMCnet Contributing Editor
Adherence can be a constant struggle for call center management, especially if agents are not properly trained on the importance of schedule adherence and the costs associated with non-compliance of performance goals. To help call center management better control adherence and develop strategies to support improvement, Monet Software is offering a free webinar.
This informative event, Six Simple Strategies for Improving Schedule Adherence in your Call Center, is scheduled for Wednesday May 11, 2011 2:00pm ET/ 11:00am PT and will focus on the hardest element of call center management: ensuring there is the right number of staff with the right skills in their seats to handle customer interactions at the right times of the day.
Register today for this webinar and explore why some call centers are more successful than others when it comes to the dilemma of schedule adherence. Some in the call center management space are successful at getting staff to show up for work on time, stick to their planned break times and keep to generally acceptable time on various work tasks. This webinar will focus on those best practices and how you can implement them within your own center.
Penny Reynolds from The Call Center School is a special guest and industry expert for this event. She will share with you proven practices on adherence that have produced increased availability for others in call center management. A proven speaker and author, Reynolds will guide you through adherence best practices and how you can make the necessary changes in your call center management.
Attendees to this free event will learn how to quantify the cost and service implications when staff members are missing; how to identify ways to communicate and educate staff on the “power of one” when it comes to call center staffing; the different options for setting adherence performance goals and selling to all staff; outline the reasons why staff do not adhere to the scheduled call center management plan; and how to identify reward and consequence programs to support goals for adherence.
This event is designed specifically for call center management and directors, workforce planners, frontline supervisors and anyone else struggling with the right way to keep agents in their seats and handling customer interactions. To improve overall call center management and adherence rates, this is one event you will not want to miss.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Stefanie Mosca
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