Employee Management Issues

Looking for information on the pros and cons of moving from a leveraged agent environment to a specialized agent pod environment. I would like a whitepaper or reference to an article if at all possible. Thank you in advance!

With regards to SWOT (strengths, weaknesses, opportunities, threats) analysis, how do you maintain the strenght of the service.

I have been retained to lead a multilingual call center employing under 50 associates. My goals include ASA, Abandon Rate and AHT. Would like to have inputs on Agent Performance Measurement possibilities given that all the agents are only required to take calls and have an average call-taking experience of about two years. Appreciate the Help!

I am preparing to write a technology manipulation policy and am reaching out to our community to see if anyone has written a solid one already that I may review for best practices. I have written these before, but I've never seen anyone elses. At my new company, I have inherited a team of agents that know every "trick" in the book. Though I don't want to be too specific in the document, I want to make sure I am inclusive enough to take "honor" out of the equation. (That is before I term them for integrity issues and hire a new team!) Thanks so much! Kristy Phone Manipulation ACD Tricks Technology manipulation Cheating

Hello, We are thinking about implementing an internal instant messenger system similar to mindalign for internal forums and communication. Does anyone have any insight regarding the impact of internal IM on call center metrics such as AHT, first-call resolution, etc.? We are looking to build a case and need to know the impact on such things. Dan

In regards to professionalism, how can I effectively coach an agent to stop using "aughs" during a call. This appears to be the agents normal speech pattern. Examples: "...and augh", "We thank you...augh.." "We appreciatiate the...augh" or "Well...augh". It makes the agent sound like they're not confident in -- or that they are nervous about -- the information they are giving. Any suggestions?

We have an issue with the not applicable elements of the call being monitored adversely impacting the overall score for the agent. Example: short/easier calls have less opportunites so errors have a heavier impact. We have proposed starting the assessment with a score of 100% and reducing as elements are missed. That way all calls are weighted the same. I'm looking for other's approaches to calulating scores.

Hi all, I am trying to plan ahead for 2009. Our insurance and IT help desk will be doubling its staff from 250 to 500 by March, and I'm trying to find out if there is anyone out there who can guide me on organizational structures for a call center at this level of staff. Thank you Nigel

How do I address too long of talk time?

How can I relay a bad message to an agent (ex: payroll dispute, incentive payout delay)?