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Webcast originally broadcast on:
Wednesday, May 11, 2011 02:00 PM EDT / 11:00 AM PDT
One of the toughest jobs related to managing any call center may not be the intricate calculations of proper 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 is the right number of staff with the right skills in their seats at the right times of the day. Some call centers are much more successful than others at this schedule adherence dilemma. So how do you get staff to show up for work on time and stick to their planned break times as well as generally acceptable time on various work tasks?
Special guest speaker and industry expert, Penny Reynolds from the The Call Center School, will share with you proven practices on adherence that have resulted in increased availability.
What attendees will learn?
- 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 the reasons why staff don't adhere to the schedule plan
- Identify reward and consequence programs that support adherence goals
- Call center managers and directors
- Workforce planners
- Frontline supervisors
- …and anyone struggling with how to keep agents in seats
Presenter's
Penny Reynolds
Founding Partner
The Call Center School
Penny Reynolds is a Founding Partner of The Call Center School where she heads up curriculum development. She develops and teaches courses on a wide variety of call center topics, including workforce management, performance measurement, and call center technologies. Penny is a popular speaker at industry conferences and association meetings and a frequent contributor to industry trade publications. Her articles appear in numerous print and online publications as both a guest contributor and regular columnist. Penny has authored four books: The Power of One, Power Phrasing, Call Center Staffing: The Complete, Practical Guide to Workforce Management and Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff. She has also co-authored the five textbooks for University of Phoenix’s call center certification program. An honors graduate of Vanderbilt University, Penny was one of the first recipients of Call Center Magazine’s prestigious Call Center Pioneer award.
Chuck Ciarlo
CEO
Monet Software Inc.
For the last two decades, Mr. Ciarlo has been a leader in helping companies manage their call center workforces. He is a pioneer in modern workforce optimization solutions for the rapidly changing call center industry. He began his Contact Center career in 1978 when he founded U.S. Business Services Inc, a full service Telemarketing company. Since then, he has founded and managed two other successful businesses including 800 Direct, Inc., an award winning Outsourced Call-Center Service Company providing 24/7 Call Center and integrated Customer Relationship Management solutions for Fortune 1000 companies. Customers include Sprint, Hallmark, BOSE Corporation, Barnes & Noble, Southern California Edison, Hasbro, and many others.
In 2002, Mr. Ciarlo founded Monet Software, Inc, the first firm to offer advanced workforce optimization solutions to the small and medium contact center industry. As President and CEO, he is responsible for managing the company's day-to-day operations and setting its strategic direction. In addition, Mr. Ciarlo serves as Chairman of the Board of Directors
Moderator
Patrick Barnard
Group Managing Editor
TMC
Patrick Barnard is Group Managing Editor for TMCnet. He is former managing editor for Multichannel Merchant magazine and former editor of the Darien Times, a community newspaper serving the town of Darien, CT.
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