Contact Center: Unplugged

Celebrate Your Agents’ Independence

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.

On Friday, we will observe Independence Day in the U.S. Whether you’re in the U.S. or abroad, you my want to take a few minutes this week to think about how you can enrich your contact center agents’ independence and, in turn, enhance the experiences they deliver to your customers. These four 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: Empower your agents to independently manage their schedules online or via phone using a self-service system.
2. Encourage a little healthy competition to get in the independent spirit: Let agents themselves bid on shifts they want, vacation times, overtime work and schedule changes within controlled parameters.
3. Let agents see if their performance is worth an award: 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.
4. Take it easy: 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, and to check their performance progress and other information pertinent to their work. Regardless of where you are located, in honor of Independence Day in the U.S., 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.

Author: Jim Mitchell
Catergories: Collections, Contact Center Technology, Customer Service/Consumer Demands, Performance Optimization, Sales and Telemarketing, WFM

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