Shifting For Strategic Advantage

We have seen a lot of press in the UK that the turnover of doctors is reaching exceptional levels. One of the often quoted causes are unreasonable shift patterns. If this is an issue for motivated medical professions then it will equally be of concern in contact centres.

With the clear link between employee engagement, customer experience and exceptional profitability I am certain that an effective shift design strategy is an clear compeitive advantage in the service business.

If you would like to read some more you could pop over to Call Centre Helper and read my guest post 6 Things They Never Taught You About Shift Planning.

PS We know it's been a while since our last update but we have a programme of thoughts that we'd love to share in the coming months!