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5 Aspects To Consider Before Offering Unlimited Vacation To Your Employees

Posted by on Dec 8, 2015 in Uncategorized | Comments Off on 5 Aspects To Consider Before Offering Unlimited Vacation To Your Employees

Just between 1-2% of American companies offer some form of unlimited vacation time to their employees, but it is a practice being watched with interest by many startups and large companies. Unlimited vacation time can be seen as a large benefit for employees and a bargaining chip when hiring or retaining talent. However, it is not a one-size-fits-all benefit that can be effectively applied in every company. Even within a company, unlimited vacation may only make sense for certain types of employees. Before you decide to offer unlimited vacation to your employees, here are some things you need to consider.  Define Positions Where Unlimited Vacation Makes Sense  Unlimited vacation makes sense when you value quality output from your employees. It can also benefit employees who produce large quantities of work. It can be difficult to implement fairly among employees who work on an hourly schedule or who are paid for their time as opposed to their output. This means that your development team may be able to receive unlimited vacation while your support team needs a different approach. However, depending on your employees and their relationship with their managers, you may be able to implement cost effective unlimited time off for any position.   What is most important when implementing unlimited vacation is that you have a way other than time to monitor productivity and your employees are passionate about their work.  Know How to Motivate Your Employees to Take Time Off Some businesses that have implemented unlimited vacation time have noticed an unexpected drawback. Their employees are not taking enough time off. This can lead to employees feeling stressed and burned out, which can make productivity fall.  Some ways to encourage employees to take appropriate time off is to monitor the days they take off, pay an incentive if they take more than a certain number of days each year, and lead by example by making sure upper-management takes regular time off.  Assess Whether Unlimited Will Cost Your Company or Save You Money  While you may think that unlimited time off will cost you too much money, it can actually save you money. Your employees may be more productive while they are at work and you will not have to pay for unused vacation days at the end of the year. A compensation consultant can help you assess whether your particular company will lose or save money when offering various forms of unlimited vacation.  Determine When Unlimited Vacation Will Start  You may want to start your unlimited vacation policy as soon as a new-hire has made it through their training or probationary period. This can be attractive to young talent looking for a new job. However, you may want to offer unlimited vacation as a loyalty incentive to help with employee retention instead. This would give employees something to look forward to after a set time with the company. It would also ensure that you are only offering unlimited vacation to employees that you can trust to not abuse the system.  Let Potential Hires Know You Have an Unlimited Vacation Policy  Once you decide to offer unlimited vacation, it is important to let potential employees know about it. Because so few companies currently offer unlimited vacation and so many young employees desire a better work-life integration, implementing such...

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Making The Most Of Net Promoter Scores: Guidance For Contact Center Managers

Posted by on Aug 10, 2015 in Uncategorized | Comments Off on Making The Most Of Net Promoter Scores: Guidance For Contact Center Managers

A company’s Net Promoter Score measures how likely it is that a customer would recommend the organization to other people. This type of brand advocacy is a great way to measure the overall experience your customers are having. For contact center managers, Net Promoter Scores offer a useful way to measure performance, but it’s important to understand how to meaningfully apply these metrics. Make the most of Net Promoter Scores in your contact center with the four following performance-boosting tips. You should focus on improvement and not absolute targets Net Promoter Score is a useful metric because the calculation behind the measure is simple. A positive score means you have more promoters than detractors. A negative score indicates that the opposite is true. As such, everyone should focus on pushing the score in a positive direction. Setting a target for the measure is not so simple. Ideally, every customer would promote your business, but it’s almost impossible to delight every client, every time you speak to them. As such, it’s important to find a realistic NPS that you should aim for. Contact center managers generally aim for absolute metrics. For example, you normally manage your business according to a set call handling time target. This approach won’t generally work with Net Promoter Scores because of all the different variables that can affect the customer’s perception. As such, it’s better to solely focus your efforts on driving an improvement in NPS, or you could spend all your time chasing a target you cannot achieve. You must target the right customer events Companies focus on certain events to survey their customers for Net Promoter Scores. For example, you may ask customers to complete a survey every time they buy something or each time they need to make a claim on your insurance policy. Different events are likely to drive different scores. For example, if you survey customers after they make a complaint, you’ll probably see a lower score because customer dissatisfaction at this stage is invariably high. As such, to get value from the metric, you need to choose customer events where the experience can genuinely influence the customer’s response. Many organizations start with a survey after a customer first uses their product or service. This decreases the risk that a customer’s preconception will influence the score. You can also consider specific events that focus on your contact center (sale, enquiry, renewal and so on) to help you focus on your agents’ impact on customer satisfaction. You can’t use NPS in isolation Net Promoter Score is a great barometer of overall customer satisfaction, but you need to consider the measure as part of a balanced scorecard of measures. Efficiency, financial performance and call quality all remain critical in any contact center, and you cannot disregard conventional metrics in favor of Net Promoter Score. What’s more, NPS may send out a warning sign, but you’ll need to look at other metrics to find more actionable evidence. For example, a decrease of 10 percent in your NPS score would suggest that something new is alienating or annoying your customers, but you’ll then need to look at other measures to spot what is going wrong. A large increase in abandoned rate could point to a problem with your scheduling, but NPS will simply show...

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Trying To Decide Who To Hire? 2 Great Ways To Take The Screening Process Into The 21st Century

Posted by on May 6, 2015 in Uncategorized | 0 comments

Are you looking for a way to infuse your business with a dose of fresh talent? As you look through stacks of resumes, it can be overwhelming to decide who to call in for an interview. Fortunately, you might be able to do a lot of the legwork before meeting with each person individually by working a little smarter. Here are two great ways to take the screening process into the twenty-first century, so that you can find the right employee in a snap:  1: Check Their Social Media Presence Before you start reading through resumes, availability requests, and lengthy job histories, you should pull up your applicant on social media. Although you might not have access to their private photos and recent statements, anything that the individual has posted as “public” might show up in their feed. Because social media is deemed public domain, you might be able to learn more about each potential new hire, including their: Personal Habits: If your applicant’s profile picture is in front of a bar and they frequently describe themselves as “so hung over,” you might think twice about hiring them for the morning shift.  Situation: You might not be allowed to ask a potential employee if they are married and have kids, but their social media profile might do all of the talking for them. This information might help you to understand more about an applicant’s situation, so that you can tell if they are well suited for the position. For example, if you need someone who can work graveyard shifts, that mom of three small children might not be the best person to hire. Keep in mind that a person’s social media profile picture isn’t necessarily a perfect explanation of who they are as a person. You never know how recently a profile picture was updated, or whether or not their page has been hijacked by an ill-willed friend or family member. Also, never bring up social media information with the employee directly. Getting into the details of their personal life might show that you are being discriminatory, which could cause legal trouble down the road. Instead, use information from social media to get a feel for each applicant, and remember that they might be different in real-life.  2: Ask Applicants to Take a Psychological Test If you really want to learn more about each applicant, consider asking him or her to take a psychological test prior to the interview. Some employers simply email links to these tests to each applicant, so that people can take them in the comfort of their own homes. Although it might seem far-reaching, psychological tests are legal in most states, as long as the test is created and reviewed by a psychologist. In fact, some states, like California, require psychological testing for professions like police work or public administration. Here are a few things you might be able to learn about your applicants by giving these tests:  Job Fit: How will that applicant do under pressure? Are they capable of doing redundant work without getting bored and giving up? Personality tests can help you to see trends in a person’s behavior, so that you can decide if they would fit the position you are trying to fill. Personal Values: Psychological tests can also be...

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