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

Tips for creating an online event. 

May 11 – Quite simply, the Coronavirus pandemic has created a world that was nearly impossible to predict or properly prepare for. Your customers are likely concerned and possibly wondering what’s coming next. They may be asking questions that are a departure from what your agents typically hear. Moreover, this pandemic has likely turned your […]

Take solutions, not problems, to management.

May 4 – 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 decision. For […]

Should agent metrics change for agents working at home?

April 20 – One of the most common questions that has been asked during the last few weeks is if agent metrics should change when they are working from home, as opposed to being in the office.  It is a great question, and it falls into that vast category of questions with the most frustrating […]

Employee adherence at home: watch for signals, but reassess their meaning. 

April 13 – Is it time to question your assumptions about the signals and signs you use to manage your staff? The promise of work at home, or work anywhere, sometimes called “smart working,” is that employees can work where they please, when needed, when the company and its customers require.  The evaluation of a […]

Take solutions, not problems, to management.

April 6 – 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 decision. For […]

Pros and cons of blocking calls. 

March 30 – We had someone send in a question about whether or not their organization should use of strategy of call blocking over the next few weeks while staffing is low and volume is high.  We asked some of our experts, and got some feedback: We’ve had a similar issue but I think it’s […]

Document your preparedness plan.

March 23 – While we are going through some of the most difficult and trying times for contact centers and the world in general, it is prudent of us, as WFM managers, to utilize sound processes and steps in getting our centers up and operating at some level for our customers.  If you have not […]

Extend WFM job shadowing in the contact center and beyond.

March 16 –  It’s been discussed before about the need and great benefits in agents and other contact center staff shadowing workforce management (WFM) to get a better understanding of the role they play as well as to potentially recruit new WFM professionals when opportunities come up. This is a great opportunity, but why stop […]

Handling one of the side effects of shift bids: Agent/Supervisor alignment.

 March 9 – One of the most basic call center principles, the importance of the working relationship between Agent and Supervisor, gets tested every time we do a shift bid (or otherwise re-assign shifts).  One of the impacts for those of us who modify shift assignments periodically is the subsequent need to change some of […]

How “Real” is your Real-Time Access Management Plan? 

March 3 – In WFM, we try to do a lot of planning…for Long-term Staffing, Forecasting, setting up Schedules, and Reporting.  But how much planning do we do to manage our real-time operations?  Are we setting up processes for how we’ll react to significant changes in volume and resource requirements?  Is our daily management of […]

Clean up your schedules in your workforce management system.

February 24 – 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 and especially in […]

Are you overlooking skill shrinkage?

February 17 – Shrinkage is a concept that can be confusing.  At its core, we all know that shrinkage is anything that pulls from contact handling capacity. Shrinkage is planned and unplanned absences, non-contact based activities, and any other activity that “shrinks” the contact handling capacity of your floor.  In most organizations and with most […]