2020 Tip of the Week Archive

June 15 – Think outside of the box when you are establishing metrics for your Workforce Management team. Most WFM teams have metrics that they are reliant on others to help them meet (example: service level, ASA, abandon, etc). Although these are metrics they can influence, they can’t always control them, which can sometimes be […]

June 8 – Whether it’s requesting to add to staff, purchasing new software or recommending a process change, getting the buy-in from your senior executives is critical. Before you make your “pitch” to the executive(s), here are some things you may want to consider: Build your coalition: Before going into the “Big Meeting” to present […]

June 1 – Understanding Workforce Management is easier when you understand the cycle. The WFM Cycle consists of Forecasting (Workload and FTE), then Scheduling (planning to complete workload), then Execution (Real-Time Management), then Analysis (Reporting). The cycle repeats itself over and over, without end, continuous forecasting and improvement. Over time WFM Teams have evolved structures […]

May 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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]