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.

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