Workforce Engagement Management

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  • 1.  Work Plans-New Hire

    Posted 08-23-2023 12:38
    No replies, thread closed.

    Looking for recommendations for New Hire Work Plans.

    When I have a mentor and a new hire scheduled for "on queue' they are considered out of adherence every time that they click off queue to review the last few calls.

    Hoping to find out how others are currently scheduling new hire training and limiting the "ignore adherence during that time" recommendation. 

    Thanks in advance


    #Workforce Engagement Management

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    Shelby Cronk
    ConvergeOne, Inc.
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  • 2.  RE: Work Plans-New Hire

    Posted 08-24-2023 09:55
    No replies, thread closed.

    Shelby,

    Coaching is a normal part of the development cycle, obviously more time is required in the early days of agents as they develop their skills. A couple of thoughts. 

    • Are you able to place new hires in their own MU (New Hire MU) during their training period.
    • Are you able to make adherence a soft target for new hires, or set a lower goal that is more in line with the nature of coaching and developing a new hire group?

    Chuck

     



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    Chuck Swain
    Genesys
    WEM Leadership
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  • 3.  RE: Work Plans-New Hire

    Posted 08-25-2023 12:36
    No replies, thread closed.

    We keep new hires scheduled off queue in Training until they are ready to fly solo, and schedule offline time for their mentor (we usually just have one person who watches over the entire group, but we usually only train 4 or 5 at a time). 



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    Angela Robinson
    Senior Workforce Management Analyst
    Alcon Vision LLC
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  • 4.  RE: Work Plans-New Hire

    Posted 08-28-2023 15:32
    No replies, thread closed.

    We have the same situation.  We do not look at Schedule Adherence until the agent graduates to the production floor. 



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    [Gina] [Palmer]
    [Workforce Manager]
    [Papa]
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    Original Message


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