Just out giving docs to the CSRs and I realized that the CSR manager is listening to Gospel music. Oh gawd ... I could NOT handle that sh*te. I guess I'm a snob that way.

 

We had a meeting recently with a "corporate coach" to revamp our organization. It is long over due, I admit. Our nearest competitor in terms of size of client database has 150+ more people than us. Sure, we are efficient and that is good, but we are expanding rapidly and our CSRs are now Account Executives doing a lot more than they should. Mistakes keep occurring, and those aren't good. So we're restructuring. I am going to be interviewed at some point to get my perspective on what needs what and by how much. I've already prepared some notes. I'm a dork.

 

As a first step to more efficient handling of the work flow we now have structured lunch hour. Heretofore it was all willy-nilly and you just took your hour when you were ready. Not so anymore. Now there are two shifts, and the hour is strictly enforced. This is good and this is bad. On the one hand it ensures that people are always here to take client calls, that's good. On the other hand, there are times when lunch has to go long (meetings, etc.) and sometimes having to work everything around a set time makes it more difficult. Ah, I'm just slow to accept change. It's not so bad.