Slow Summer? That’s Opportunity Knocking | Workforce Optimization Blog

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Slow Summer? That’s Opportunity Knocking

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Ah, summer. The days are longer, the weather is warmer, and according to one song the time is right for dancing in the streets.

Well, that’s one way to spend the season.

But if your contact center is one where call levels typically drop from June to August, why not resist that urge to work on your tan and instead work on getting ready for the time when call volume is going to rise?

This is the time to reassess business practices, experiment with new procedures, and brainstorm ways to improve customer service, so you’ll be ready when business picks up. 

Need help getting started? That’s why we’re here. Ask yourself these questions:

1. How is Our Stand-By List?

Have you checked in with any of your temp agents since they said goodbye at the Christmas party last year? Do you know how many will likely still be available for this year’s holiday rush? If you’ve lost a few to other positions, take this time to start interviewing potential replacements.

2. How is Training?

Agent training should be an ongoing activity, but when things are busy these sessions tend to get squeezed into shorter windows, and may not be as effective. If the phones are quiet right now, this is an opportunity to take a closer look at the data you have on each agent (assuming you have a workforce optimization solution) and provide customized training on specific areas of concern. 

3. How’s the Family?

No, not yours. But that’s a question you can ask your agents during the summer slowdown. Get to know them better. Find out what they like about their job and what is causing them problems. By taking an interest you may build relationships in ways that keep agents around longer. Their feedback may also contain good ideas that can be implemented throughout the contact center. 

And if you start now on these efforts, you should still have some time left over to get outside and enjoy that summer sunshine. 

If you don’t have a workforce optimization solution to help you with training and so many other everyday activities, check out a demo of Monet WFO here.

What is Unified Workforce Optimization? This blog has the answer.

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