ICMI's Customer Management Insight - December 2007 - (Page 15) PEOPLE BY GREG LEVIN for directors, managers, quality specialists, supervisors and team leaders M Staffing and Scheduling for the “Free Agent” Workforce To retain the best agents, contact centers will do well to accommodate the needs of a rising labor force: workers desiring flexibility and more time off. To continue attracting and retaining the best agents, contact centers may need to incorporate into their staffing strategy a famous burger franchise slogan: “Have It Your Way.” Otherwise, these centers could be dead meat. With technology breaking down workplace walls, and a large chunk of today’s labor pool wanting less stress and better work/life balance, contact centers will have to do more than just bend a bit on traditional schedules and work arrangements; in some cases, centers will have to shatter old workplace molds and create new ones. THE TIMES ARE A CHANGIN’ “As the consumerization of information technology increases the proliferation of digital devices, content and services, the balance of power is shifting toward individuals in an organization,” according to Brian Prentice, research director of emerging trends and technologies at technology research company, Gartner Inc. icmi’s insight www.icmi.com | DECEMBER 2007 15 http://www.icmi.com
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