2020 Tip of the Week Archive2020-01-27T10:43:01-05:00

Forecasting: Shift from Probabilities to Possibilities.

November 16 – Change is a hallmark of contact center strategic planning (without this, strategic planning would be unnecessary). But the kind of change that the contact center industry has typically encountered has been that which is somewhat slow and predictable. Contact center forecasting has always been successful, because performance drivers like contact volumes and […]

Getting and staying aligned in multiple locations.

November 9 –  If you manage multiple locations, whether in the same country or different countries, it is important that you are using the same terminology and formulas.  It won’t work if everyone has a different interpretation on which codes are considered shrinkage or calculates service levels differently. Aligning and having common terms is important […]

Try these techniques to deal with low holiday call volume.

October 26 – In some call centers, call volume can be very low on holidays.  In addition to using holiday bids to staff on these days, here are several practices that act as a win-win for both the bottom line and the agents, and are great morale boosters. If you have more than one center, […]

Stop putting out fires!

October 19 – Many of us spend our days putting out fires and then don’t have the time to do other more productive tasks.  So if you’re putting out fires all day, what do you need?  No, not just a fire extinguisher.  You also need an arson investigation! While you do need the fire extinguisher, […]

“Network” isn’t just an Oscar winning film…

October 12 – When I first started practicing WFM, things were a little bit different than they are today.  N’Sync dominated the charts, President Bartlett just took over in the West Wing, and my cell phone still had these things called “minutes.” WFM was a little bit different too.  We didn’t have all of these […]

Getting back to basics. 

October 5 – 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 […]

Who is responsible for service level in a multi-site environment?

September 28 – Who is responsible for service level in a multi-site environment?  There is no right answer here – it depends on how things are setup.  In a multi-site environment where forecasting and scheduling are done centrally, you cannot always hold site managers responsible for the service level! There are multiple ways to manage […]

Solicit feedback for the WFM team during Performance Management review time.

September 21 – As we begin to wrap up this year, Performance Management reviews start coming into mind.  What have we done well?  What could we have improved upon?  What do our clients (agents, supervisors, managers) believe can help them?   Use this time to solicit feedback for continuous improvement of the WFM team. You […]

Definition and calculation of a utilization percentage.

September 14 – We recently had a member send in a question regarding the utilization percentage calculation for agents.   She was frankly confused and finding many different kinds of calculations including this measure being frequently interchanged with agent occupancy.  So we went to one of our experts, Maggie Klenke, to get “the scoop” on utilization. […]

Look at schedule adherence from a historical perspective.

August 31 – Schedule adherence has always been a challenge for workforce management teams to calculate, document, and seamlessly disposition time associated with “out of compliance time.”  The primary schedule compliance efforts have centered upon real-time adherence:  “Where is Bob, and why is he not taking calls?”  This is an important function and has a […]

Are you using surveys to improve the service you provide?

August 17 – 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 surveymonkey.com) many of which are free for basic use.  The results can be anonymous, making […]