Build Your Professional Network! Log in now (Not a member? click here to register FREE)
Best Agent For The Job
In many contact centers there are some agents who are better suited to jobs they are not doing and vice versa. For example great inbound agents may be making outbound calls and not be as fluid as the hard core outbound agents. It’s worth spending time analysing the strengths and weaknesses of every agent and using them where they are best suited. This not only helps with motivation but productivity and potentially the quality of service you give as well.