Communication

[Andy]

Hi,

we are facing lot many issues in terms of communication within the opertaions team. Since we are into an 24*7 environment so at a given point of time not everyone is present on the floor and I coudn't think of a better solution then e-mails but again the recepient of the e-mail has to make a note of all communications and say an agent is swapping his/her off with someone and I pass on the info to everyone and that particular day I am not in office and everyone has got the info but it slipped off there mind that day so again it is as good as info not available. so any tips for a better communication system.

[Michcall]

Consider an agent webpage, assuming you work on a local area network environment. We've had great luck with an intranet page for our agents which has all pertinent up-to-date information whenever they log in. When they log in, the agent's homepage appears with all the new information that would normally be sent in emails. There is also a "hot topic" box with the most important information prominently displayed. The page can be immediately updated when new issues come up.

The intranet page also has links to employee benefits, company information, training schedules, agent schedules, etc. so the agents get used to using it for their source of information. This is the best way we've found to keep everyone up-to-date.