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Let Them Eat Pie! And Other WFM Techniques

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During my tenure working in a call center during college, I learned to play Hearts, had several eating contests (never won), spent weeks getting a radio station to play a song, and did a lot of homework. Suffice it to say, working the evening shift wasn't very busy and we were at least a tad overstaffed. Granted, our average answer time was off the charts and hold times were nonexistent. And, because we created a fun work environment as a team, attrition was quite low. 

While allowing your agents to have a pie eating contest on company time (at their desks) may not be a traditional means of agent retention, managing your workforce is becoming much more of a science. It's a long-held truth that personnel is the biggest cost in a contact center (as high as 70-80%) and training new employees carries a huge cost (as high as $5,000 per employee) so it makes sense that you would want to hang onto your high-performing agents. And along that same vein, many of the strategies that leading companies are using to manage the workforce seem very common sense at face value, but actually implementing them can require breaking down years of assumptions.

Posted by: Heather Hurst

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