Video: Creative Call Center Scheduling to Boost Agent Morale
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Video: Creative Call Center Scheduling to Boost Agent Morale

ICMI found this great video on the Productivity Plus blog which is hosted by the smart people over at Intradiem.

Nikki Gresham, Supervisor of Workforce Planning for Assurant Solutions, shares how she pushed agent morale to the highest levels the company had ever seen. Assurant conducted teammate satisfaction surveys and Gresham’s newly inherited team ranked lowest on many of the questions such as: 'the company values the contribution I make, I’m satisfied with the culture of the company and I feel like my opinions and ideas are respected and given consideration'.

Listen to how Nikki used the satisfaction surveys to implement creative call center scheduling which ultimately helped boost agent morale.


You can read more about how to use surveys to evaluate agent satisfaction from Jeff Bretana's recent Expert Angle. Jeff is the Business Operations Analyst - Technology and Operations - Workforce Management for Navy Federal Credit Union, and was a finalist for the SWPP 2013 Workforce Management Professional of the Year. 

Topics: Workforce Management, Culture & Morale, Site Operations, People Management, Learning & Development


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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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