Don’t just celebrate the achievement of Service Level (SLA).
September 16 – Most companies see achievement of SLA, or over-achieving SLA as cause for celebration; if it is achieved, everything is great. If we are better than the target, we are golden. However, the job does not stop there. If you are achieving SLA, examine whether this is because you are right-staffed (good) or […]
Senior Forecaster – Remote – Assurant
Posted On: 09-13-2024 Position Title: Senior Forecaster Job Location: Remote Apply Online: https://assurant.wd1.myworkdayjobs.com/External_Limited_Posting/job/United-States-Virtual/Senior-Forecaster–Claims—Call-Center-_R-104932-2 Contact: Steven.thomas1@assurant.com A Senior Forecaster plays a significant role in the success of our business, as they are instrumental in assisting our management in making sure we are properly staffed to meet the needs of our clients and customers. What does that […]
Alvaria’s Workforce Enterprise Suite Becomes Aspect
New era of growth to be led by newly appointed Chief Executive Officer, Darryl Kelly (Atlanta – September 4, 2024) Alvaria, a pioneer in workforce management and contact center customer experience technology, servicing large global enterprises and rapidly growing consumer brands, today announced the rebirth of Aspect in response to accelerated company growth and a […]
Empowering your workforce through Data Transparency.
September 9 – Data Transparency: Transparency in Workforce Management fosters trust, improves communication, and enhances overall organizational effectiveness. Transparency helps create a more open, honest, and productive work environment, ultimately contributing to better organizational performance and outcomes. Business Point of View (POV) – Challenges Leaders: Am I overstaffed or understaffed? Do I have limited visibility […]
Tips for holiday forecasting.
September 9 – We’re all familiar with how a holiday can affect volumes and possibly handle times… and not just on the holiday itself but sometimes for the entire week. You may have also noticed that the holiday aftermath varies depending on the day of week the holiday falls on, such as July 4th falling […]
Let’s look at contact center workload.
August 26 – What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted by digital channels and self-service? These are important questions—the answers will impact your budgets, hiring, workforce plans, investments, really everything. Let’s get right to it. Workloads […]
Top to bottom line staffing: Measure lost time.
August 12 – A funny thing, our data. Our systems measure so much of our operation, they count every contact and any statistic around them. They measure everything our agents do. But we all know that consistency of our measures is not our industry’s strong suit, our various systems score many of our metrics in […]
How frequently do you forecast?
August 5 – How often are you updating your forecast? Does your forecast come from the planners in the Ivory tower or does the workforce team have that responsibility? Are you capturing changing trends closer to reality, or are you still using old trends and playing catch-up? Typically, you should be completing a long-term forecast […]
“You get what you measure.”
July 29 – “You get what you measure” is an old industrial engineering adage. But it is true: simply measuring contact center agents, supervisors, managers, and your outsourcers can help motivate performance. But there are downsides, too. In one of my first jobs, I was tasked to investigate a situation with our collections agents. It […]
Limit time off requests for work areas impacted by adverse weather.
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, […]
Document and adjust data for system disruptions.
July 15 – One of the key tasks of a workforce planner is creating an accurate call volume forecast to ensure proper staffing. One item which can be a nightmare in your contact center is system disruptions, which can prevent your agents from doing their jobs. However, when system access is not available for inquiry […]
Data Analyst – Orlando, FL – Walgreens
Posted On: 07/13/202 Position Title: Data Analyst (Workforce Management) Job Location: Orlando, FL Apply Online: https://jobs.walgreens.com/en/job/orlando/data-analyst-workforce-management/1242/66034312288 Job Summary: This role is an entry level scheduling position requiring the use of the Workforce Management System functionality to aid in the processing of Scheduling tasks including offering overtime, voluntary time off and scheduled adjustments related to day […]