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

Getting back to basics. 

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 […]

Are you using surveys to improve the service you provide?

August 5 – Surveys can be great tools toward improving the service you offer your internal customers and/or identifying areas of opportunity within your organization.  They can be easily created on one of the many websites out there (such as surverymonkey.com) many of which are free for basic use.  The results can be anonymous, making […]

Managing time-off requests for weather-driven work areas.

July 29 – Do you have a work area that is impacted substantially when adverse weather occurs?  If so, you might consider limiting the approval of time-off in advance and then allow more people off closer to the actual date after checking the weather forecast. Instead of granting everyone time off ahead of the date, […]

Managing time off requests for weather-driven work areas.

July 22 – Do you have a work area that is impacted substantially when adverse weather occurs?  If so, you might consider limiting the approval of time-off in advance and then allow more people off closer to the actual date after checking the weather forecast. Instead of granting everyone time off ahead of the date, […]

What is the “industry standard” for abandon rate percentages?

July 15 – I was recently asked what the “industry standard” is for abandon rate percentages.  Actually there is no “industry standard” as this can vary a lot by type of call and business.  More… However, most people would say that somewhere between 2-5% is reasonable performance for most call types.  Of course, if this […]

The importance of Average Handle Time (AHT).

 July 8 – How long is four and a half minutes? It depends on the context. If you’re rushing to make a flight, it can go by in the blink of an eye. But if your boss is Amazon CEO Jeff Bezos, and you’re sitting with him while on hold on your company’s own customer […]

Ask your agents why they stay.

June 24 – We typically ask departing agents why they are leaving, but do you ever ask your current staff why they stay?  That might seem like a loaded question, but it is one that can be important to ask. In many organizations the exit interview is used as a gauge of what is working […]

Do you know what you don’t know? 

June 17 – Before you spend too much time contemplating this question, let me tell you that I didn’t know what I didn’t know when I first started in Workforce Management. Even when I felt like I did, I was still learning how to use our WFM system out of the box. And I didn’t […]

Keep on top of your Holiday forecasting.

June 10 – With Memorial Day behind us and more holidays on the way, it is a good idea to always stay up to date on KPI deviations and contact allocation patterns up to and following any holiday. There are several holidays that remain on consistent days of the week like Memorial Day, President’s Day, […]

Are your agents pushing the right buttons?

May 27 – Forecasting and scheduling accuracy can be affected by something as simple as the way agents use the various buttons on their telephone set.   Misuse of these buttons can easily throw off your forecast and resulting staffing plan. Depending on the ACD system that you use, your agents may have a button for […]

Create a “Missed Service Level” report.

May 20 – Missing Service Level goals can sometimes leave you scratching your head and wondering why.  Not to mention that when you come up short, senior management usually demands an explanation of what went wrong. A very simple practice may help you be better prepared to answer senior management’s questions and help you identify […]

Challenge your WFM staff to do something out of their comfort zone.

May 13 – Do you ever feel the weight of either you or your staff doing the same thing over and over again? From crunching the numbers, to creating schedules, to managing real-time, we have all done it. We get into the same routines and it’s easy for WFM people get into a rut. One […]