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Workforce Management Meets Workforce Morale

Workforce Management lessons, BenchmarkPortalCallTalk Air Date: Wed., February 13, 2013

Host: Bruce Belfiore, CEO, and Ed Poorbaugh, Manager Support Center Operations and Supplier Support, Sysco Business Services

WFM - Where Workforce Management Meets Workforce Morale: Lessons You Can Use 
Scheduling in a Call Center is very complex. Ed will share best practices on how to staff for OT and those undesirable shifts, as well as great ideas on ways to motivate the Representatives. Representatives are more than a resource to handle the work, they are an asset, and Ed will share ways to show them they are genuinely appreciated.

If you do not see the player above, visit the following link to listen to this CallTalk episode: Click Here

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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."
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