August 12 –

All too often, we fall back on technology to give us the information and results that we want and need.  Think about it — when was the last time you did something the hard way with a good old-fashioned pen and paper to find the answer to a problem?  While it may not be necessary to go back that far, it’s important to understand where data comes from and be able to do manual calculations.

In the workforce management world, is it enough to know how to generate a scheduled using a software tool?  What happens if your software fails or you have special circumstances where scheduling software isn’t ideal? Is the team prepared to handle that?

It may be a good idea to hold refresher trainings with the workforce management team on scheduling, forecasting, and calculating staffing requirements.  Learning how to do it the hard way (as if WFM software didn’t exist) may be a good exercise to challenge staff to determine schedule requirements using good old fashion WFM principles.  How close do they get to the results from the software?

Perhaps your staff will identify gaps in the process leading to inaccurate scheduling or missing data.  You could maybe even make it competitive, providing some incentive for the WFM analyst who gets the closet to the actual data only using manual processes.

In any event, your software is only as accurate as the data that’s fed into it and the staff administering it and that’s why it’s important for staff to understand where that data comes from and how that preliminary data gets translated into a schedule.  Someday, it may come in handy.

This tip is sponsored by The Customer Service and Experience Summit Europe, Europe’s only brand-led gathering for the customer-focused community. Taking place over the 16th and 17th September in London, we have nearly reached capacity across all pass options which include unparalleled access to Europe’s CS trailblazers throughout the two days and our networking drinks. The main conference days will feature insights and panel discussions featuring global brands CS heads and offer you the chance to get answers to the questions you have always wanted to ask.


Headlining the bill, speakers include Monika Schulze, Global Head Customer & Digital Experience for Zurich, Regina Borda, Managing Director Europe and Canada for Pizza Hut, Edgard Rodriguez, Head of CX for Fiat Chrysler and over 20 more senior brand leaders. Check out the full line-up and secure one of the final passes here: