Create perks for your intraday team.
July 11 – In many centers, the workforce management team consists of many individual contributors who can manage their individual workloads. When the weather is bad, maybe they work from home. When the weather is nice, maybe the can leave a bit early. But the intraday team is truly a team. Each person is […]
Explore unused features in your technology solutions.
July 4 – Most companies don’t come close to using all the features in their technology solutions. In order to find out what you’re missing, assign one unused feature of the ACD or WFM tool to each member of the WFM team to research and report to the rest of the team each quarter. […]
Workforce management Business Continuity Plan – Is your team ready?
June 27 – Workforce management is frequently front and center during a business outage, helping the business implement their continuity plans. But what about YOUR continuity plans? For example, if building outage prevents a significant number of employees from working (including your own!), how will you function? The intraday management becomes critical during an […]
Use a scatter diagram to correlate statistics.
June 20 – Correlate adherence to service level results using a scatter diagram. In fact, scatter diagrams can be used to show the impact of any one thing on another thing so can be used for a lot of useful analyses such as the impact of occupancy on shrinkage, absenteeism or turnover, the impact […]
Create a WFM Ambassador program.
June 13 – Do you find the relationship between Operations and WFM strained? Combative? Or even non-existent? Most friction comes from a lack of understanding (on both sides). Opening up the lines of communication is key to ensuring a strong relationship between WFM and your internal customers. Implementing a WFM Ambassador Program will establish […]
Allow time to innovate.
June 6 – Did you know that engineers at Google get paid part of their time to just think? They ponder on new things, new ideas, ways to do things that make products and services better. In fact this is where a good number of products have come from that Google offers. If it […]
Consider bartering with your vendors when budgets are tight.
May 30 – Tight budget limiting your opportunities for an needed upgrade or added feature? Consider a barter arrangement with your vendors. Be a reference, create a glowing video, provide something your company does as a trade. Vendors are always looking for someone who will provide a quote for their marketing materials or serve […]
Paying your team members for soliciting Voluntary Time Off.
May 23 – Some WFM teams have adopted a practice of paying team members for every hour of “Voluntary” or “Unpaid” time off they recruit each day, to manage down available time. This can be particularly challenging in an environment where a large intraday team shares the responsibility of achieving a time off goal. […]
Take solutions, not problems, to management.
May 16 – Never take a problem to management without also supplying the analysis of at least two possible solutions to support it. The managers don’t usually have the tools to do this analysis at the level of detail the workforce management team can, and they will greatly appreciate the supporting analysis for their […]
Use social media to solicit for overtime.
May 9 – Do you have days where excessive absence or higher volumes prompt the need for immediate help? Do you have a phone tree to contact your agents and offer overtime (OT)? Or do your agents check in to see if there is overtime hours available? How do you recruit those working in […]
Clean up your schedules in your workforce management system.
May 2 – Suffering from a cluttered list of schedule options in your WFM system? It is common to see a list of dozens of schedules that may include some that are exactly the same schedule, just created by different people with different descriptions, and some that apply only to one person. Over time […]
Bringing work/life balance to the call centre.
April 25 – An excellent way to support the staff in your call centre is to give them the chance to balance their lives in and outside of the office. In order to achieve this, our Call Centre offers our staff a whole battery of different Work/Life Balance options which allows them the opportunity […]