Tip of the Week
February 6
Educate your supervisors on IDP reports.
Everyone knows WFM can be the bad guy when it comes to requesting time off the phones, but we all know it happens without us approving it. What if they took the time off when we want them to?
Educating Supervisors on the use of Intraday Performance (IDP) reports can work in your favor. Teaching them to read IDPs and understand the best times throughout the day to schedule one-off events they need to complete can eliminate the workload burden on your team - items such as urgent coaching, quality monitors, performance feedback, policy changes etc.
Providing a daily and weekly look at what the volume/staffing looks like encourages them to not only schedule when it best suits the volume demands, but also allows them to pre-plan their work week. Eventually, this will take the burden off of “last minute” items that are submitted to WFM for approval and focus more on pre-planning events -- not to mention it allows the supervisors to have some structure and consistency with their assigned tasks.
The more we know about what’s being scheduled, the more flexibility and support we can provide to the front line, ultimately boosting their satisfaction of our performance.
Note: This tip is provided by SWPP Board Member Drex Fitzwater of Vangent. He may be reached at drex.fitzwater@vangent.com.
The 2012 SWPP Annual Conference is just a few weeks away! We hope that you are planning to join us for our 10th edition of this great event, which is set for Wednesday-Friday, March 7-9, 2012 at the Opryland Hotel in Nashville, Tennessee. Don't forget -- you can still save $100 with Early Bird registration, which is available through Tuesday, January 31. Be an Early Bird and register today at: http://www.cvent.com/d/3cq8w9. Take some time to check out the agenda at http://www.swpp.org/acagenda.html and start planning which sessions you will attend to get the most out of this exciting event! There are over 60 sessions scheduled for this conference, and you will not want to miss hearing about industry trends and hot topics of interest to all.
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