Westford, MA (PRWEB) June 27, 2006
We all like the idea of autonomy and the notion of our time being “our own”. Nowhere is this more critical and more true than in the part of your business where each person’s demeanor can impact your company’s brand in the eyes of your customers – in your contact center.
As we celebrate the red, white and blue this Independence Day, think about how you can enrich your contact center agents’ independence and, in turn, enhance the experience they deliver to your customers. These five things will get you off and running to celebrating your agents’ independence and empowering them in the ways that best suit your company.
1. Schedule the self-serve way, right from the 4th of July picnic: Empower your agents to independently manage their schedules online or via phone using a self-service system.
2. No need for a potato-sack race here. Encourage a little healthy competition to get in the holiday spirit: Let agents themselves bid on shifts they want, vacation times, overtime work and schedule changes within controlled parameters.
3. Take sick calls the easy way after too much apple pie and ice cream: Automate the process so it’s faster and easier for agents to notify your contact center if they are ill or late, making it faster and easier for you to make staffing changes on the fly.
4. Let agents see if their performance is worth a fireworks spectacle: Enable agents to check on their progress toward set productivity goals and bonus attainment. They may just make it to Disney World this year, after all.
5. Be at a Bar-B-Que or just in the break room: Don’t do anything manually that can be done in a more efficient manner. Streamline and automate schedule changes and notifications to reduce administrative costs and increase productivity.
One of the best ways to boost morale and reduce turnover is to empower your agents to control their own schedules, check their performance progress and other information pertinent to their work. In honor of Independence Day, celebrate your agents’ independence by implementing the right technology supported by a strategy and culture that fosters autonomy and individual growth. You might be surprised at what a hero you become.
Now, break out those sparklers!
Brett Williams is Director of Product Management for Aspect Software. For more information email info @ aspect.com or visit http://www.aspect.com.