Attendance and Adherence:
Getting and Keeping Bodies in Seats
Oct 24, 2008
One of the toughest jobs related to workforce management may not be the intricate calculations of forecasting nor the numerous iterations of coming up with the best schedule mix. The hardest part may come after the schedules are in place – simply ensuring there are frontline staff available when and where you need them to be. Some call centers are much more successful than others at this attendance and adherence dilemma. So how do you get staff to show up for work on Mondays and stick to their planned break times? This session will share proven practices on attendance and adherence that have resulted in increased availability.
Seminar attendees will learn to:
• Quantify the cost and service implications of missing staff.
• Identify ways to communicate and educate staff on the “power of one” in call center staffing.
• Describe options for setting adherence performance goals and selling to the staff.
• Identify reward and consequence programs that support adherence goals.
• Describe software advances in adherence tracking and reporting that support the process.
10/24/2008 11:00 AM EST
Register Here for the next session in the series
Price $300/Monitor
Choose 5 or more classes- $275 each
Choose 10 classes from our Certification Course $250 each