10/13/2008

Use e-learning clips to show how WFM works.

Recently, Verint’s Bill Durr wrote about finding uses for e-learning in departments other than training and quality. He mentioned two areas that could be options: one was marketing and another was WFM. My contact center has started using e-learning as a tool with our WFM processes, and it seems to be working well.

First, we recorded a clip on how to use our web-based scheduling and time off application. Then we added clips to discuss Frequently Asked Questions (FAQs) on various WFM processes — the most commonly occurring problems and questions. As they're completed, we post the clips to a library link on our intranet so that anyone can view them on demand. We're working on discussions of real time adherence, schedule adherence, and the power-of-one, to name a few ideas, and deciding how to approach these in clips.

While this idea is too new to report on concrete results, we're excited about its potential.

Note: This week’s tip was provided by SWPP Member Katherine Beinecke, CWPP, of CCSG. She can be reached at kbeineck@cornerstonebrands.com.

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