Many contact centers find that the predictability of traditional 5x8 schedules are an attractive quality of life feature for their staff. Unfortunately, while these types of shifts are an easy solution when the weekly demand curve is flat, for many workforce planners, the demand curve looks more like this:
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.
Sounds a bit like a Brave New World, doesn’t it? At InVision, we have embraced the No Management organisation model and we are already reaping the rewards. More importantly, so are our customers. What does an organisation without a traditional management hierarchy look like and could you apply the principles to your organisation?
Nationwide Building Society in the UK have been making big about the fact that they now provide 24/7 customer service support via Twitter. They point out that Nationwide were the first High Street banking firm to take this step and thus they have stolen a march on their competitors. The message is that Nationwide are really in touch with what people are doing with their products and services - and how they want to access those products and services.