Ken Wisnefski, president of VendorSeek, has some suggestions for improving communication in your call center:
Most call center employees use computers. The computers can be used to foster interoffice communication. Newsletter, forums, etc. can be constructed to share company news, industry information, and alerts relating employees’ birthdays, weddings, engagements, etc. At least forty hours per week is spent at work. The job atmosphere must be as enjoyable as possible for the employees.
I've found that proper communication was one of the best motivators for my call center agents in a time of uncertainty about our company and our jobs. Telling us the truth helped us to keep going. In happier times, good communication with employees is still a key motivator. As Art Coombs of KomBea Corporation told Call Center Magazine, you cannot not communicate.
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