Category Archive for: ‘Tip of the Week’

Tips for dealing with change.

May 9 – Does the word “realignment” or “shift bid” strike fear in your Call Center? Does your workforce management team hide in the restroom when new shifts go into effect? Here are a couple of techniques to try to alleviate some of the anxiety associated with a re-bid. Begin the process well ahead of the time for the change. …

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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 …

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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 …

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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 …

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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, …

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