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Category Archive for: ‘Tip of the Week’

Check daily for abnormal data.

July 28 – When using historical data as the basis of forecasting, it is essential to check each day’s data prior to storing it in the WFM system’s database.  If there are any abnormalities in the data, you must make a decision about whether the data can be adjusted or whether it should be discarded. What if the IVR was …

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Create a Workforce Handbook.

November 11 –   Most companies have an employee handbook.  This includes most everything that HR would want to ensure an employee knew going into their new job.  It also allows employees to know what to expect on all HR facing matters while providing management with a roadmap to processes.  Have you ever been asked about shift bids, scorecards, adherence, …

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Use an Early Release program to benefit both agent and company.

November 4 – Our company has a daily program available to the Reservation Sales Reps and Customer Care Agents called Early Release (ER). If an agent would like to leave work early without being penalized, they can sign up online via the electronic ER sheet upon arriving to work with their phone login, shift start and end time, and the …

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