Agent communication

[Analyst]

We are a medium sized (350 agent) contact centre with a communication problem. Over time, email has decreased in effectiveness in our centre due to the shear number that are received by agents. Agents are bombarded with emails therefore the "important" ones get lost in the inbox. We are a 24X7 environment so timely one-on-one communication is difficult. We attempt to have regular team meetings but what about the information that needs to be funneled to the agents between team meetings (ie. change in processes, etc). So my question to you is...what alternatives to email are you using in your centre to communicate with your agents? What successes have you seen.

Thanks for your help!

[Karsten Fuhrmann]

Hi,

one-to-one communication is difficult and time-consuming - but there's nothing better. But beside the direct information, we use our intranet for communication. There's a page with all important news briefly described and links for more detailed information. The page starts automatically when the agent logges in.

That's a very nice toll to decrease eMails and communicate to all. I only have good experience with intranet solutions.

Best Regards,
Karsten Fuhrmann

[mystery]

I agree with the intranet tool we use it in all our centers to communicate and it works great! in addition, we also use Win-pop screens to communicate urgent issues, this is fast and effective if you don't over use it. i.e. if the weather is bad in a region of the states it could produce a negative impact on our business so we communicate this to our agents thru win-pop.