HR GENIUS BLOG

SHARING NEWS, IDEAS, THOUGHTS AND ADVICE AROUND THE WORLD OF HR!

Get the customers involved in the IVR creation process.

Get the customers involved in the IVR creation process. Who else thinks that the customer should be involved in writing the IVR functions? Those functions which are supposed to serve the customer are often created without any sort of input or feedback from them. Which is mind boggling and frankly unacceptable in a customer centric environment. If you really want to get a better...

Advisors are adults, treat them as such.

Advisors are adults, treat them as such. Most if not all contact centre advisors tend to have one common problem, they are able and ready to take responsibility but that gift is never bestowed upon them. The phrase “We’re adults, not kids” is muttered in every corner of contact centre world. Give them more power, and in return they will do what...

The importance of Workforce Management

The importance of Workforce Management Even the best staff on the planet needs to be at the right place at the right time, this is why workforce management is crucial. In order to help you optimize your workforce management (WFM) OpsTalent prepared these tips: 1. Be clear and set goals Efficiency is crucial. In order to effectively calculate staffing requirements...