Huddles can be the team’s daily opportunity to communicate and plan. They can also be used to circulate other important company or product information. If there is a special focus on a particular metric or initiative the huddle can be used to remind the team and reinforce these initiatives each day. Announcements, such as a scheduled downtime, can also be made during this dedicated time. Communication is the grease that makes things happen smoothly in contact centers. It is also an area in which there is often the greatest variance between management and agent perceptions. Managers sometimes feel they are doing a good job of communicating to agents who, instead, feel their superiors are doing a mediocre or poor job on this count. In fact, in our groundbreaking report on agent attitudes and satisfaction, intra-office communication ranked only 14th among the 18 categories
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