16 12, 2020

A letter to Intra-day managers in modern contact centers

2020-12-31T12:02:26+00:00December 16th, 2020|Capacity, Forecasting, Intra-day, Scheduling, WFM|

This year is difficult for all of us. The unforeseen COVID catastrophe has changed the way we work, the way we live, and even the way we love. Despite this, we are also fighting hard with a positive mindset to adapt ourselves to this new situation and achieve our goals for this year! Interestingly, this reminds us of intra-day management in contact centers, which also aims to reduce the impact of unforeseen fluctuations to reach the expected service level (SL). In this last blog of 2020, we would like to talk about the challenges and potential directions for improvement [...]

28 07, 2020

The Maths of Adherence

2020-12-31T12:06:50+00:00July 28th, 2020|Capacity, Forecasting, WFM|

Agent scheduling is neither the first nor the last step to make sure your agents do the right thing at the right moment. Before you need budget and capacity planning; after it you need real-time performance management. An important part of that is 'schedule adherence': making sure your agents do what they are supposed to do. However, 100% adherence to the schedule is impossible and undesirable. Evidently, when an agent is busy with a call the moment she is supposed to move to another activity there should be time to finish the call without having a bad adherence score. [...]

7 07, 2020

The Challenges surrounding Flexibility

2020-12-31T12:07:42+00:00July 7th, 2020|Capacity, Forecasting, Scheduling, WFM|

Today, as I’m writing this blog, is the first really warm summer day in Holland. Every WFM professional knows that this means less calls which arrive earlier in the day (unless you’re in airco sales). This results in overstaffing, especially in the afternoon. To avoid this we need flexibility. Perhaps some agents want to leave early, but the contract should allow it. Or you have some back-office work to do or trainings that can be scheduled, or even calls from a country where the weather is different.  Flexibility has many uses and faces. It has to do with when [...]