How to Include Shrinkage in Your Planning Process

Charles Watson Scheduling Jun 13, 2019 8 min read

Shrinkage is one of the most important components for developing a staff plan in a contact center. Next to volume and handle time, it has the largest impact on your overall staffing requirements. However, you need to spend some time on this critical metric if you want to get it right. Here’s how.

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The 15 Key Habits of Successful Workforce Managers

injixo WFM Strategy May 03, 2019 8 min read

Some planners always seem to be in control of the situation while others frequently struggle with inaccurate forecasts, inefficient schedules and unexpected intraday issues that put service levels under pressure. However, the personality of the planner plays only a minor role. More important are the daily habits that a planner does or doesn’t cultivate.

In this blog post you'll learn about 15 key habits that will make your life as a planner easier and more successful.

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Your Adherence Goal Might Harm Your Contact Center

Charles Watson Intraday Management Mar 21, 2019 4 min read

Real time adherence is a critical part of managing a contact center. You have to ensure your agents are on the phones as scheduled. After all, your plan depends on it. But what adherence target is reasonable? How do you set a realistic adherence goal that agents can actually achieve?

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Finally: Get Service Level Management Right. Join Our Free Webinar!

injixo WFM Strategy Feb 19, 2019 1 min read

 

(Update: You can now download the webinar recording here.)

You want to make a difference in your contact center. Be a successful and effective planner. Get your service level right - consistently! But you know how difficult Service Level Management can be at times. The challenges and expectations are huge. 

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How to Set up a Service Level Agreement (SLA) for Your Contact Center

Charles Watson WFM Strategy Jan 29, 2019 12 min read

Does your contact center have a robust Service Level Agreement? If not, here is your chance to introduce one. Service Level Agreements are a tried and tested tool to improve alignment, productivity and service quality in contact centers.

In this blogpost you’ll learn how to set up a solid Service Level Agreement (SLA) that your contact center will truly benefit from.

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