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That one call contact center agent that is consistently late by 1, 3, or 6 minutes every day to shift or coming back from break/lunch.  This can be a tricky situation to handle and one that we all deal with in the contact center environment. 

You get frustrated, WFM is on you, other agents are irritated because they can go on break until that agent comes back...it can be a mess if left unchecked.

In this episode, we discuss that it's ok to hold agents to certain standards as long as it's part of the core competency that you need from them and that's been explained.  We also talk about certain ways to avoid this and when to move it to progressive discipline.

This should be a pretty valuable episode to any call center manager or supervisor.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
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Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "security" to 814-247-0633

 Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. 

Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. 

Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. 

Click here:

expiviadigital.com

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

OttoQA: try.ottoqa.com

Expivia: Expiviausa.com