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.
The days of contact centers handling only inbound phone calls are certainly waning if not over. Many centers now handle emails, web chats, text messaging, make outbound calls, and some are taking on video interactions and social media as well. Vendors are offering integrated queuing that can line up mixed media in the same queue so that agents take a variety of contacts types. The question is, what if any of this omni-channel queue capability will be beneficial to your center, staff and customers?
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.
Getting customer service right every time – now that’s customer obsession for you. Striving for perfection, anticipating what the customer wants, giving them more than they expect, it’s a goal that most of us strive to achieve. Sometimes we get it right, but more often than not things go wrong. We simply can’t be perfect all the time, we are human after all. Considering this, is customer obsession something we should be implementing in our organization? Are there times when it can do more harm than good, regardless of it being a positive thing to aspire to?
Managing the data flow to the WFM system is one of the most important tasks of the WFM analyst. This is truly a case of “garbage in, garbage out”. The whole process starts with a forecast and it is based on history. If that history is inaccurate, the whole process falls apart. Check the accuracy of your forecasts and if you are typically more than 5% off for the day or consistently for some half-hours, a review of the historical data and the process of storing it may be a worthwhile project.