Bright Idea

Solicit Feedback for the WFM Team

As we head toward the end of the year, Performance Management reviews start coming into mind.  What have we done well? What could we have improved upon?  What do our clients (agents, supervisors, managers) believe can help them? Use this time to solicit feedback for continuous improvement of the WFM team.

You can use a feedback tool for specific individual performance feedback, as well as soliciting feedback for the entire WFM operations. It doesn’t have to be lengthy or complicated.  Better to ask fewer, broad questions than to over-burden folks with technical mumbo-jumbo.  I tend to use a more simple approach:

  1. In your interactions with (our WFM group or Me), what do you feel went well during this year?
  2. What do you feel could have been improved upon? (Be specific.)
  3. Any additional or general comments you feel would be valuable?  Note: If you’re soliciting feedback for the WFM team, you might use: Any special requests or needs we can consider for the future that would add value to your team/operations?

Although this type of feedback should not be utilized alone in reviewing performance, the customer’s perception is truly our reality.  Don’t be afraid to ask.

Note: This week’s tip provided SWPP Board Member Todd Gladden of PlanMen. He may be reached at gtg22@bellsouth.net.