Employees: Plan for Winter Weather!

Here in central Virginia, we recently our first snow of the year.  In some parts of the country, the three-to-five inches wouldn’t even be a blip on the radar.  However, here it’s a major event.  I was thinking that after we survived multiple feet of snow last year, it might not be such drama this year, but schools were canceled before the first flake of snow even fell.  I guess, given the relative lack of snow plows and other equipment to deal with winter weather, it’s always better to be safe than sorry!

No matter where you are, though, there are a few steps you can put in place to be prepared for inclement weather.

Know your company’s policies.  Before winter weather even approaches your area, know your company’s closure and leave policies.  Make sure you know the emergency hotline for your office, so you know whether you are expected to report to work.

Be informed.  It is also helpful to know where to turn for up-to-date local weather information.  Forecasts are obviously important, but also know which TV stations, radio stations, or websites will provide you with the best information about road conditions and public transportation closures.

Make arrangements for your children. Businesses often stay open even when schools are closed.   Have a plan in place for back up childcare or obtain prior approval to use personal leave if possible.

Bring work home.  If bad weather is predicted and you are able to work from home, be sure you bring home client contact information, paperwork, your laptop, and any other materials you will need to be productive as a temporary telecommuter.

Be prepared.  If you do have to report for work, make sure you are ready to go.  Wake up early to allow time to warm your car and clear it of all ice or snow (including the hood and roof!).  Leave home early so you can navigate potentially dangerous roads slowly and carefully.  Be sure you bring your ice scraper with you so you can clear your car again at the end of your work day!

Be reasonable.  If you feel that it would honestly endanger your safety to try to get to work, consider staying home.  It’s likely not worth risking your life for a day of pay; take a day without pay if necessary and enjoy some hot chocolate.

Of course, if you’re lucky enough to work for a school system or other business that has closed in inclement weather, enjoy your day off with a cozy fire and a mug of hot cocoa!

Celebrating the Holidays in the Workplace

It can be hard to find ways to celebrate the winter holidays in the workplace without offending some individuals in a diverse work group and without detracting from office productivity.  Here are a few activities for sharing some holiday cheer among colleagues without too much disruption:

Plan a cookie swap.  Sign up a reasonable number of participants and have each bake a dozen cookies for each swapper.  Each baker should package his/her dozen cookies and leave them in a designated area in the workplace.  At the end of the workday, each person takes home one dozen of each type of cookie.  (A reasonable number is 5-10 people; if you have more, you may want to have each person package cookies by the half dozen!)  This is a fun activity that allows people to share baked goods but does not necessarily require any specific time at work; of course, you can also plan a social with hot chocolate and extra cookies to accompany the swapping!

Organize a food drive.  The holidays are often a time of generosity.  Contact your local food bank to see how you can donate goods at this time of year.  Make it a competition among workgroups to see who can collect the most food items.  If you do the cookie swap, consider asking each participant to bake an extra dozen for donation.

Adopt a needy family.  A more personal way to help the less fortunate is to “adopt” a family (or several families) through a local non-profit agency.  Our neighborhood does this every year, providing a full Christmas meal for the family, small gifts for the adults, as well as books, toys, and clothing for each child.  If each employee can contribute a small amount, it’s amazing how much can be collected for your adopted family.

Hold a “white elephant” gift exchange. If you have time to devote to a party during office hours, consider adding a few fun activities.  The variety of gifts brought to a white elephant often leads to some amusement among employees as everyone competes to get the best gifts.

Plan a decorating competition.  Depending on your office layout, you could encourage employees to decorate their desks, doors, or cubicles with winter décor.  If you can, find a neutral party to be your judge.

When holiday time rolls around for me, I find it increasingly hard to stay focused and motivated at work.  I would much rather be baking cookies, watching Christmas movies, decorating, or gift shopping.  Having a few entertaining activities to look forward to at work makes the holiday season more enjoyable!

Three Call Center Management Mistakes

The latest generation of call center software can easily generate page after page of analytical reports. Armed with these call center reports, managers set out to turn their departments into lean, efficient operations. Unfortunately three common reactions to these reports can devastate operations, making things worse rather than better.

1. Cutting Staff

Managers use call center reports to find and resolve sources of caller backlog. As queue times drop, some agents may find periods that they have no calls to take. The obvious, and incorrect, reaction to this is to lay off agents.

However these changes are generally made in response to the fact agents were overburdened in the first place. As the workload eases, reducing staffing simply creates the overwork problem again. In addition, any healthy company should grow. What happens when the organization has more customers and caller traffic starts to climb again?

If agents are idle for short periods of time, this is often simply a symptom of an efficient department and can be ignored. Agents will appreciate the occasional breather. Longer idle periods can be handled by giving agents additional, optional duties to fill their time or by adjusting, not reducing, staffing to cover high traffic periods.

2. Using Reports As Punishment

Call center reports can be used to find the agents who handle fewer than average calls per day. Shaking a page of statistics in an agent’s face and demanding improved call rates is not likely to solve the problem. The goal of analytics is to improve department operation for the benefit of the company, the customers and the agents. Using them as a source of discipline causes agents to see the tools as something negative.

In general, focus on the department as a whole rather than on individual agents. In cases were some agents are significantly underperforming, find out why rather than immediately jumping to a reprimand. Is the agent struggling due to poor training? Is the agent unable to cut off chatty customers politely? Is the agent handling calls that should be transferred to other departments? Using a positive approach toward these and similar problems will yield better results.

3. Treating Technology As An Answer

Call center reports are valuable tools for managers, but don’t expect them to be more than that. They are tools, not solutions. Information helps managers devise effective solutions and measure the effect of new policies and procedures, but don’t do anything by themselves. Simply installing software and putting up wallboards full of statistics won’t improve department performance any more than an axe will chop down a tree by itself.

Software is no substitute for human analysis and planning. Use the data gathered to determine where problems lie and to find new methods of dealing with these challenges. Create policies so agents know how to respond to changes in caller traffic. Develop a comprehensive solution rather than simply throwing money and technology at the problem.

Is Apple entering the call center market?

Apple's Future iPhone AppAlthough I’m personally not a fan of Mac computers (I’m a creature of habit that grew up on reasonably-priced Windows and had a professor in grad school that told us every day “Apple is evil”), I do admire Apple as a company and think they have some great products outside of their computers.  So when I saw that the US Patent and Trademark Office published patents a few days ago belonging to Apple for a new iPhone app that monitors call center hold times I knew I had to write about it.

The examples in the patent show that the user will initiate a call to a contact center, the app will “obtain call center information,” notify the user of the expected hold time and ask if the user would like to enable on-hold monitoring.  If the user selects “yes,” the app will monitor the phone line and notify the user when the expected wait time decreases (for example, you become the first caller in the queue or the wait time is less than two minutes) and/or that a live operator is now on the line (using a speech processor).

So how is this going to impact the call center?  Will this new app decrease customer satisfaction levels since CSRs who are placed on hold often hang up?  Or will satisfaction increase because iPhone users won’t be bothered as much by long wait times since they can perform non-phone related tasks while on hold?

And an even bigger question— is Apple scoping out the call center solutions market or is this just another fantastic iPhone app?