Raising the Bar of Agent Productivity
by Citrix Online

Moments of downtime are inevitable at most support desks. Often, these valuable pockets of time between support sessions are simply lost to the waiting game. Support requests can be unpredictable; therefore, downtime is also hard to pinpoint. If you find that your support agents are using the gaps between calls to kick back a little too comfortably, try implementing one of the following exercises to keep productivity at its peak both during support sessions and in those precious moments in between.

• Create/update help files or FAQs -- This could be an ongoing project for every member of your group. Capitalize on the wealth of experience and knowledge in each of your agents, and make your cache of support-related information a dynamic tool for the entire group. When you implement the collective-knowledge approach, everyone benefits from the shared information. Of course, for the information to be useful, you should designate a moderator or editor to regulate the flow of information and ensure accuracy, clarity, and relevance.

• Invest in a self-service training tool for your agents -- This is especially helpful in getting new agents up to speed. It’s also a great tool for agents who have been around a while but could benefit from a quick refresher course in a specific area. When awaiting a support request, agents can turn their attention to this tool.

• Encourage technical research -- Don’t frown on Internet surfing. In fact, provide your agents with a list of Web sites that offer reliable technical information and allow them to research technical solutions to their hearts’ content.

• Set the stage for impromptu group brainstorming sessions -- Provide a safe and informal forum for your group to discuss creative solutions to challenging support sessions. You’ll be surprised by what your agents have to say when you give them the freedom to be honest and candid. This exercise can be extremely cathartic for agents who have repeatedly buried frustration, anger or disappointment following difficult or unsuccessful support sessions.

Give these techniques a try in your support center and enjoy the increased productivity and enthusiasm that result. Of course, giving your agents a true break from their work also has obvious benefits. Make sure you sprinkle actual downtime into your agents’ routine to balance out your new-found extreme levels of productivity.

About Citrix Online
Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), offers the leading Web-based access, support and collaboration software and services. The division offers Citrix GoToMyPC®, the easiest-to-use solution for remote, secure and managed desktop PC access over the Web; and Citrix GoToAssist™, the most secure, reliable and powerful solution for Web-based technical support and customer collaboration. Citrix Online products are used by more than 4,000 companies worldwide, including Cisco Systems, Siemens, Intuit, Cablevision and Microsoft Business Solutions. The division is based in Santa Barbara, California, and is on the Web at www.gotomypc.com, www.gotoassist.com and www.citrix.com.