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
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