I'm am sure that many of you have been in a situation where you have a service gap that you would like to fill with staff, but you don't have the budget to hire additional folks. This is where creativity comes into play and you need to reach into your bag of tricks. Overtime is always a quick fix, but sometimes that is not enough to fill the gap. Adjusting agents shifts? This can work depending on your hours of operations and call patterns. Requesting assistance from other divisions can be a good short term solution if your partners have some capacity to assist. ACD/IVR messaging can assist from a customer experience perspective. Tools such as Virtual Hold are also very handy in these situations.
Share your ideas - I would love to see some of the tips/tricks that you have completed in your centers and I'm sure we can all benefit from the ideas being shared.
Publish Date: August 6, 2014 2:57 PM