Manufacturing toys has evolved from simple wooden assemblies
to sophisticated electronics and robotic creations.
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| Google Santa Tracker |
With the world’s growth
rate skyrocketing, the need for highly trained, multi-skilled elves has
increased, as well as remote assembly facilities.
The scheduling and training of these elves was always
handled by Mrs. Claus, who was never much for technology.
Recent lapses in toy quality, delivery cycle times, and
unexpected staffing costs have changed her mind, however.
She began investigating workforce management technologies
and selected Virtual Observer Community Workforce Management, which offered real-time agent adherence and onsite training professional services.
“Hands down, my number one concern was ease of use, price,
and scalability. This solution was an easy selection. The elves also enjoy
being able to bid on shifts on their little smartphones,” she said.
Toy manufacturing aside, Mrs. Claus also implemented the
system in the North Pole’s call center, where calls and letters from children
attempting to submit their wish list or to get off the naughty list have been
quadrupled by web chats, SMS messages, and emails.
Now, the call center elves have to be trained for a
multitude of support channels, and she has to make sure the center is staffed
properly at all times to handle every kind of request.
“Thankfully, Virtual Observer Community takes the multi-channel factoring
into consideration,” she added. “Call center elf performance has surpassed all
of our goals for customer care.”
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