Hi folks.

Just a quick poll - if you're a supervisor or manager, or have contact with call centre operator types on a daily basis, what sorts of issues are you facing on a daily basis? What are you doing to keep your 'troops' happy, and are they happy or unhappy with their jobs/workplace at the moment?

Do you try to get a feel for their own motivations and work-issues or are they left to fend for themselves?

I'm wondering if the same things really do crop up in different contact centres and whether any radical or smart approaches to dealing with those issues and whether it's having the right effect. Maybe we can get some discussion going and learn from those approaches that aren't working (why should this be so?) and those that are (how can we adopt the ideas within?)...

John

John,

Whenever I get the chance I try and listen into calls and take some myself, (as mentioned in an earlier thread)

I also aim to be as flexible as possible with any requests whilst staying within my own guidelines.

As long as your not a jobsworth and are able to present an approachable face to the 'Troops' you will have only a few harliners that cause problems.

I have experience of working with people who have proved too inflexible with 'Troops' and this has just come right back at them.

I'm trying to think of more, but the power keeps cutting here (in the snow) so i'm going to save it before I looseit.

Simon