Maintaining optimal staffing while accommodating an employee’s personal needs, such as flexibility, has always been a delicate balancing act. Here are some tips to improve your employee engagement.
Offer more flexibility: By giving your employees scheduling flexibility, you can help reduce absenteeism and attrition. If they have more personalized scheduling and the ability to change and control their own schedules, it will make scheduling more efficient and can even help with better coverage.
Improve communication: Help build trust within the contact centre by improving communications. Notifications of schedule changes and free-format messaging between agents and supervisors can engage employees that are more empowered to do their job.
Automate time-consuming tasks: Take away inefficient manual processes and allow your intraday planners to concentrate on more important tasks. Engage your employees by taking away the monotony and help reduce the risk or errors due to boredom.