Now that we are all in agreement that the need exists for customers to reach us anytime and anywhere, we run into the management question of “How do we staff for this?”
Excepting the large call centers that either Follow the Sun or run 24×7 local shops, what management decisions have to be made with the handing out of a company cell phone, laptop, Blackberry, iPhone and wireless cards? Are employees really supposed to be on call 24×7 and if so, how does this whole work-life balance thing manifest itself? Do we compensate them extra for taking those after hours issues and ensuring the customer is taken care of?
There are a myriad of solutions, I am interested in hearing yours….
Thanks for reading,