Why Your Attendance Policy Might Be the Problem (Not Your Agents)
Sick time, no-shows, and shift swaps, oh my! If managing attendance feels more like herding cats than leading a team, this one is for you. P.S. Make sure to subscribe so you're always in the loop and never short on inspiration.
Featured Article(s) of the Week: How to Build a Better Attendance Policy by Dan Smitley
Attendance issues are one of the top challenges contact center leaders face but the root of the problem might not be what you think. Outdated, overly punitive policies can backfire, damaging morale and driving away good agents. If your team is struggling with chronic absenteeism or disengagement, it might be time to rethink your approach.
What if your attendance policy motivated employees? Instead of racking up infractions, employees could earn positive attendance credits that creates a shift from penalty to reward. “Flexibility doesn’t mean chaos — and it’s not the opposite of structure. It’s what happens when structure is built to support trust and autonomy,” says Dan Smitley.
Read Dan's 3-part article series to start building an attendance policy that actually works. 👇
Stay Tuned for Something BIG 👀
🚨 Big news: Registration for ICMI’s Contact Center Expo opens TOMORROW! And next week, we’re announcing the biggest discount we’ve ever offered right here in the newsletter. Subscribe now so you don’t miss it!
Save the Dates
Curated Gems from Around the Web
📚 ICMI Top 25 Thought Leader Bob Furniss has a new book! Check it out here.
🎧 Why Do Some Brands Make It Hard to Do the Right Thing? | CX & Coffee Ep. 18 with Justin Robbins & Marty Shaughnessy
👉 ICMI Resources You Might Like
On-Demand Webinar: Three Must-Have Strategies to Elevate Contact Center Performance in 2025
💭 Quote of the Week
“Contact center employees who understand how their daily work connects to broader organizational goals demonstrate significantly higher levels of job satisfaction, engagement and performance.” ~ Clarice T. Merriman
📣 We Want to Hear from You
How do you balance flexibility and accountability when it comes to attendance?
WFM Expert | ICMI Top 25 | Speaker | Consultant
2moI promise people, you can have boundaries and flexibility in your attendance/scheduling practices! 😀