SWPP Web Seminar Series Begins With Focus on Setting Strategic Goals for WFM

As workforce planning professionals, we play a pivotal role in the success of our contact centers and the organization as a whole. In order to be as effective as possible, we must align staffing goals with those of the enterprise. That is the strategic nature of the planning process. While the ultimate goal is to schedule enough personnel to be in place to meet the speed of answer goal, there is more to strategy than that.

According to Professor Stanley Ridgley, PhD of Drexel University, “Strategic thinking is is about unraveling the mysteries of the chaotic world around us and harnessing powerful forces to our own ends. It means utilizing tools of analysis and  tactics to take decisive and prudent action that gives us the best possible chance of achieving our objectives – whether those objectives are personal or professional.”

Strategic thinking is about setting goals and developing long-range plans to reach those goals. These plans are based on careful analysis of internal and external environments andon the actions of others. Thinking about where you want to be three to five years from now should set the stage for what you are doing today. Recognizing the fluid nature of reality and the constantly changing environment, strategic thinking does not end with the crafting of the plan. Successful strategy is dynamic, adaptive and opportunistic, and it depends on the swift, bold, and decisive execution of tactics.

Join SWPP for two in-depth web seminars on Setting Strategic Goals for WFM, to be held on April 16 and May 7. These seminars are available only to SWPP members, and there is no charge for attendance. Industry expert Maggie Klenke will deliver the program on both dates.

In Part I on April 16, the seminar will address the process of developing a strategic plan. Attendees will learn about the six steps of assembling a strategic plan, including how to:

  • Define mission, vision, and values
  • Perform a SWOT analysis
  • Set long-term strategic objectives
  • Establish strategies to achieve the objectives
  • Set short-term goals
  • Establish tactics to achieve the goals

Part II of Setting Strategic Goals for WFM, scheduled for May 7, will include a discussion of the ten most common goals in contact centers including those that affect financial results, impact customer experience and likelihood of continuing  the relationship, and influence employee satisfaction and retention. While all of these can be tactical goals, they may also be strategic to the company’s competitive position and long-term sustainability. Open discussion about other long-term objectives and strategies of the attendees will also be encouraged.

Stay tuned for future web seminars brought to you by SWPP, exclusively for SWPP members, and all are scheduled for Thursdays at 1:00 Central.

June 18 – Preparing to Forecast
July 16 – Creating Monthly, Daily, and Interval Forecasts
August 20 – The Math of Call Center Staffing
September 17 – Scheduling Solutions and Strategies

For more information or to register for these web seminars, please visit our website at www.swpp.org.