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CMS 13 - force users to Available
- Thread starter klmnop
- Start date
If you are in a position to know that the agent is truly available to take calls then you are in a position to tell them to become available. In just about any business this is called "managing".
Depending on your age, this is probably something your father dealt with in his job from either one side or the other. If you are fortunate enough to be able to seek his counsel you might want to do so to find out how it worked, how it felt and most importantly what the result was.
CMS provides tons of information that can be used to monitor and report on agent behavior. As important as after the fact reporting is, it is equally important to establish performance criteria, communicate it to the employees and then use reporting to ensure that the employees are in compliance. And when they are not it is incumbent on the manager to deal with the issue promptly, reasonably and forthrightly.
If I have misunderstood your issue or over reacted I apologize but it trips my trigger when people want technological solutions to management problems.
Depending on your age, this is probably something your father dealt with in his job from either one side or the other. If you are fortunate enough to be able to seek his counsel you might want to do so to find out how it worked, how it felt and most importantly what the result was.
CMS provides tons of information that can be used to monitor and report on agent behavior. As important as after the fact reporting is, it is equally important to establish performance criteria, communicate it to the employees and then use reporting to ensure that the employees are in compliance. And when they are not it is incumbent on the manager to deal with the issue promptly, reasonably and forthrightly.
If I have misunderstood your issue or over reacted I apologize but it trips my trigger when people want technological solutions to management problems.
steeltown89
MIS
Typical managment answer...none.
Anyway, put a bridged appearance of the agents phone on yours. Seize the agents phone line and try typing in the access code for auto-in.
Anyway, put a bridged appearance of the agents phone on yours. Seize the agents phone line and try typing in the access code for auto-in.
- Thread starter
- #4
My call center supervisors have a birds' eye view of the floor and can see when an agent is just sitting idle. The agent may or may not have 'forgotten' to change back to available.
jfh9219 -- I take the point about this being a management/training issue. If the agents forget occasionally, this would provide an easy way to 'help them remember.'
I'd like to make available any tools which will assist the call center. Some of the supervisors have used other systems (in previous jobs) which allowed them to force the status change.
chandler1989 -- this would work, if it were only for 1 agent. And if it were just one agent, then jfh9219's point is definitely valid
Thanks to both.
jfh9219 -- I take the point about this being a management/training issue. If the agents forget occasionally, this would provide an easy way to 'help them remember.'
I'd like to make available any tools which will assist the call center. Some of the supervisors have used other systems (in previous jobs) which allowed them to force the status change.
chandler1989 -- this would work, if it were only for 1 agent. And if it were just one agent, then jfh9219's point is definitely valid
Thanks to both.
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