Call Center - Workforce Time Management

Align the Call Center

Description:
One of the toughest jobs related to workforce management may not be the intricate calculations of forecasting the numerous iterations of coming up with the best schedule mix. The hardest part may come after the schedules are in place – simply ensuring there are frontline staff available when and where you need them to be. Some call centers are much more successful than others at this attendance and adherence dilemma. So how do you get staff to show up for work on Mondays and stick to their planned break times? This session will share proven practices on attendance and adherence that have resulted in increased availability.

Webinar Objectives:

• Quantify the cost and service implications of missing staff
• Identify ways to communicate and educate staff on the “power of one” in call center staffing
• Describe options for setting adherence performance goals and selling to the staff
• Identify reward and consequence programs that support adherence goals
• Describe software advances in adherence tracking and reporting capabilities and how to justify them

Delivery Method:
Access to this 90-minute webinar is provided via an Internet connection and a separate audio (telephone) connection. An unlimited number of students may participate around a single web/audio connection.

To speak with an LSA Expert to learn about the call center - workforce time management customization and delivery options for your company, please contact us.