A To-Do List for the Call Center Agent?


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Do you ever consider that your agents are the only people within your organization that function without an ongoing to?do list?

Granted, agents need to complete specific tasks in order to close out a ticket or finish a case, but their primary responsibility is to field calls. Other activities – reading communications, training, project work – are scheduled and typically require additional headcount to ensure service levels are met.

At first glance, providing a to?do list for call center agents seems like a nice?to?have, because we want them available for fielding calls. Availability is essential to service levels, but time between calls is lost.

Nobody likes to think about agents spending time between calls reading magazines or completing a crossword puzzle to keep the day moving. At the same time, agents’ schedules are loaded with shrinkage activities.

What if agents could use that time more wisely? A to?do list is designed to make agent available time more productive. Rather than filling the gaps with the latest Brangelina gossip, agents can learn a new skill set, read up on new policies or complete mandatory HR assessments.

Read more about the importance of creating an activity queue or a to-do list for your call center agents.

Republished with author's permission from original post.

Shannon Cherry
Marketing Coordinator for Knowlagent Call Center Management Solutions. Responsible for developing advertising campaigns, webinars, white papers, landing pages, press releases, case studies and various sales tools.


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