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Predicting staffing begins with an effective needs analysis. What trends do you notice from previous years? Is there a need for more staffing around holidays? What does the call volume look like during tax season? By effectively forecasting both call volume and call handling time, you can predict both short term and long-term needs and schedule your staff according to those predictions.

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TIPS

1. Always tell them when they do something wrong and never praise them when they do something right
2. Tell them what to do – never ask for their opinion
3. Criticize them in public
4. Expect them to be flexible when you are not
5. Cancel trainin... Read More...

May 31, 2020 5:00 AM
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1. Rolling your eyes, ‘tutting’ etc. when they make a suggestion you don’t like
2. Telling them off for things that you still do as a Manager
3. Always rewarding the highest achievers – not the best improvers
4. Never saying thank you to staff
5.... Read More...

May 30, 2020 5:00 AM
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