Empower Employees to Excel Regardless of Where Their Office Is By Peter Lyle DeHaan, PhD We are now approaching one year since many businesses sent employees home to work. Though some staff have returned to the office, either all the time or on select days, many workers continue to toil from their homes. Some have […]
Tag: workforce management
What Was Once Optional Is Now Required By Peter Lyle DeHaan, PhD The potential to have remote operators work off-site from the main answering service location goes back to the 1990s, when I made a presentation about this topic at the ATSI convention. I covered the two key aspects of having a distributed workforce. One […]
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The Incredible Shrinking Call Center
Peter Lyle DeHaan, PhD In retail, the term “shrinkage” euphemistically refers to stock which “disappears” before it can be sold. It is product that the retailer bought, but can’t sell because it is has been stolen or lost. In the call center, the inventory is labor and shrinkage is agents who are being paid but […]
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Strategic Call Distribution
By Peter Lyle DeHaan, PhD I will admit it – I have a propensity towards idealism. I think that life should be fair and that everyone, regardless of position or past, ought to be granted equality of opportunity. This perspective causes me to advocate impartiality when distributing calls in the call center, with each call […]