Category Archive for: ‘Tip of the Week’

Try a “Feature of the Week” plan.

July 25 – Today’s call center systems including ACDs, WFM, QM, and IVRs, have so many capabilities that most of us are only using a very small percentage of the possibilities.  We may not even know what is possible and the folks in IT are often so busy it is up to us to figure it out. So designate a …

Read More

What is the right agency occupancy for your center?

June 6 – Occupancy rates indicate the approximate amount of times you expect your agents to be productive, i.e., actually on the phone, taking calls, performing after call work, answering e-mails, etc. An occupancy rate of 90%, for example, means that your agents, on average, are working 54 minutes and have six minutes of idle time for each hour that …

Read More

Right time vs. time off the phones.

May 2 – We all know time off the phones can be critical in order to process service request or customer inquiries that come in. Do we really know what the right amount of time is per an agent? Are we giving to much/too little? Do you rely on what the team leads/managers tell you who needs what? Inventory management …

Read More

Consider the impact of events on your forecast over time.

March 7 – As you look at the impact of events on your call forecast, consider not just the immediate result, but how various events play out over time.  For each business factor it’s important to judge what type of effect the event will have as well as its longevity. A Step Response is one where there is little immediate …

Read More

What is absenteeism?

February 15 –   Practically, absenteeism is just opposite of being present. In the literal meaning, if you are not present at work then you are absent, just like two sides of a coin are either heads or tails. There are some general concepts that will help to make absenteeism easier to understand and consider in the workforce management process. Let’s …

Read More

No variance analyses means you don’t know what to do next.

October 12 –   This is a hard one. Many businesses don’t have time to look backwards, and many operations do not provide meaningful variance analyses. But the process of determining changes to the operation or variance in the business environment is critical to running a smooth operation and to avoiding service catastrophes. While many businesses will have forecast review meetings, …

Read More