2019 Tip of the Week Archive2019-01-14T12:50:07-04:00

Tips for optimizing breaks.

February 25 – Going from fixed breaks to flexible is often a difficult transition for agents.  Here are some tips for setting up some rules around flexible breaks. Determine a reasonable window of time in which the first break, lunch and second break can be scheduled.  An option for a window for an 8-hour shift […]

Create a formal action plan for call volume drivers.

February 18 – Have you ever noticed how the more experienced members of a Workforce Planning team seem to know intuitively when certain combinations of events are signals of problems in the contact center? Why not put some structure around those gut feelings and use it to help the entire team? To help identify and […]

Survey your agents to see what they REALLY think.

February 11 – It is easy to assume that we know what schedule preferences our agents will like the best.    We found out that maybe it isn’t so easy.  Our team conducted a survey of all our agents to get their feedback on a variety of staffing issues and got some great information. Our biggest […]

Do you “SEE” the impacts?

February 4 – As workforce management professionals, our jobs are to continue to read the data tea leaves and make qualified recommendations to the operational leadership that will place the contact center in a better position for success.  These recommendations may be large initiatives or small adjustments.  Regardless of size, as workforce management professionals, it […]

Do you “SEE” the impacts?

January 28 – As workforce management professionals, our jobs are to continue to read the data tea leaves and make qualified recommendations to the operational leadership that will place the contact center in a better position for success.  These recommendations may be large initiatives or small adjustments.  Regardless of size, as workforce management professionals, it […]

Map out your shrinkage.

  January 21 – The benefit of using a map is the ability to form plans based on the turns and terrain ahead. You are unlikely to ignore your fuel light if the next gas station is 80 miles away. You are also unlikely to stop at every gas station you approach if you know […]

Comparing Back Office WFM to music.

January 14 – One of the great privileges of my childhood was being able to take music lessons. I was involved in choirs and took violin, and piano. I was not the best at music and music theory, but it was fun, and it taught me a lot about practice, discipline, and even math. The […]

Leveraging WFM data to drive continuous improvement.

January 7 – The purpose of Workforce Management is to “get the right people, in the right places, at the right time, doing the right things.” Essentially, this function is responsible for the forecasting, scheduling, reporting and operations of the department. What many throughout the rest of business may fail to realize is how much […]