DYK that there are TLAs for almost everything in WFM? IDK if I know all of them, but FWIW there are less FLAs than TLAs, but many impact your SLAs or MSAs, such as AHT, EWT, SL, FMLA, STD, LTD, AWOL, NCNS and more. OMG! Luckily SWPP has a TotW for you!
(Translation of above: Did You Know that there are Three Letter Acronyms for almost everything in Workforce Management? I don’t know if I know all of them, but for what it’s worth there are less Four Letter Acronyms than Three Letter Acronyms, but many impact your Service Level Agreements or Master Service Agreements, such as Average Handling Time, Estimated Wait Time, Service Level, Family Medical Leave Act, Short Term Disability, Long Term Disability, Absence without Leave, No Call/No Show and more. Oh my goodness! Luckily Society of Workforce Planning Professionals has a Tip of the Week for you!)
When working within your team or cross-team, it is vital that everyone is calibrated on definitions – and TLAs are no exception! Imagine discussing a forecast, and hearing FTE thrown around in conversation 20 times a minute! Not only do you need to know it means “Full Time Equivalent” but it is also very helpful to understand precisely what goes into that measure. If you share a dictionary of TLAs with your staff and with operations, it also aids as a great onboarding document for review! Be sure to include any department or client specific examples in your notes.
This week’s tip is provided by SWPP Board Member Brandon Emms of GreenShield. He can be reached at brandon.emms@greenshield.ca
