Skill-based routing (SBR) has been around almost since the dawn of call centres. Since then, call centres have become multi-channel contact centres and the move towards omnichannel communications means that SBR is more relevant than ever.
In Part 1/2 of this post series we listed the first 5 daily habits of a successful workforce planner: keeping an eye on the figures, reacting quickly and appropriately to intraday issues, offering time off at short notice, processing holiday requests quickly and making time for learning.
Some planners seem always to be in control of the situation, while others are frequently in panic mode. This may appear to be the result of differing personality types or even genetic makeup but in reality, all successful planners incorporate a few good habits into their daily routine.
Resource Planning is a complex topic. There are numerous stakeholders and multiple, sometimes conflicting, objectives. In the heat of the battle, even seasoned practitioners forget the good practice that they have learned, ignore some key principles and fall into bad habits. In this post we draw on the experience of the InVision team and that of several industry experts to enumerate some of the mistakes that we have seen - and give some tips on how to correct them.
Ask any of our employees and they’ll tell you that InVision is not a regular IT company. This year we may be celebrating 20 years of developing sophisticated Workforce Management (WFM) software applications, but we continue to embrace the latest techniques, we have a refreshingly dynamic company culture and a brilliant working environment.