Value of Daily Call Center Scrums

Answers

• Sandi Michel, Senior Consultant Posted at 12:00AM on Apr 7, 2008

  It is important to get the right information to the right people in an appropriate timeframe and still be able to answer your customer calls. If your environment is constantly changing, the dynamics may require face to face communication. However, that is not true of most contact centers. Start by determining what kind of information is being delivered during the 15 minutes sessions. Some information is so important that it should only be delivered through a face-to face discussion, especially if you need immediate two-way discussions and responses. However, some information is intended for one-way delivery and questions are few, if any. This information may be delivered in electronic form such as emails, instant messaging, message boards, or streaming along the bottom of the agents' monitors. Consider facilitating a focus group of agents and supervisors to determine the various types of information and which information can be delivered in various ways, i.e., verbal, written, electronic. Think about the interaction required to ensure the communication is effective. Team meetings may foster team-building and can be held bi-weekly or monthly. Daily meetings, depending on the dynamics of the environment, may be more frequent than is necessary.