Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

WORKFORCE MANAGEMENT

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

How To Enter the 2020 Members' Choice Awards - For Vendors

TRAINING IN CONTACT CENTERS

10 daily habits of successful workforce planners - Part 2/2 - injixo Ltd - ContactCenterWorld.com Blog

10 daily habits of successful workforce planners - Part 2/2

In Part 1/2 of these 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.

Now we will focus on:

  • Pulling information that helps you to do your job
  • Pushing information to avoid ad-hoc interruptions
  • Engaging with the front line
  • Learning from your mistakes
  • Testing critical changes in time to find and fix problems

6. Pulling information that helps you to do your job

Make sure that you are abreast of what is going on in other departments to avoid nasty surprises like unplanned marketing campaigns or price increases, which will trigger changes in contact patterns. Make sure you are copied in on all relevant communications and make a point of attending meetings which have the potential to impact planning metrics like service level.

7. Pushing information to avoid disruptive ad-hoc interruptions

Interruptions are the thief of time, so avoid them by regularly delivering succinct planning performance information to stakeholders such as senior management, HR and team leaders. You will delight your internal customers by providing timely and accurate Management Information (MI). It is much better to create MI at a time that suits you than to find yourself on the back foot when someone asks for a report just when you’re struggling to keep all the plates spinning on a busy day.

8. Engaging with the front line

Listen to front-line employees on a regular basis to get feedback on their schedules, how they are accessed, the holiday and shift swap process and other planning-related topics. There is an argument that agents are simply there to do a job and they should just work the shifts they are given. But let’s not forget that happy staff are productive and motivated staff, so you overlook agent morale at your peril. Staff turnover has a real impact on the bottom line, since it typically costs thousands to hire and train a new starter.

9. Learning from your mistakes

Murphy’s Law states ‘If it can go wrong, it will go wrong’. Take a note of those days when forecast accuracy was bad, you were seriously understaffed or service level took a hit. Identify the reasons why and the steps you took to correct the situation. Things do go wrong and mistakes are made; there is no shame in that. Good planners make sure that they don’t make the same mistake twice.

10. Testing critical changes in time to find and fix problems

Just-in-time delivery is proven to maximise efficiency in industries ranging from car manufacture to retail distribution to software development. But it should only be used in a business-as-usual context. When making changes to people (e.g. updated contract terms), technology (e.g. scheduling software) or processes (e.g. holiday approvals), the planner who leaves plenty of time for testing is the one who will succeed. A day spent finding and fixing problems before going live will save a week of headaches afterwards.

Source: https://blog.injixo.com/us/workforce-management/10-daily-habits-of-successful-workforce-planners-part-2/

Publish Date: June 29, 2016 5:00 AM


2020 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
 



View more from injixo Ltd

Recent Blog Posts:
How to improve employee engagement with creative scheduling strategiesSeptember 9, 2016 5:00 AM
10 expert tips for a successful Workforce Management job interviewAugust 24, 2016 5:00 AM
Your call center forecast is probably missing this critical factorJuly 28, 2016 5:00 AM
[Podcast] Top tips to maximise your call centre web chat strategy - Part 1/2July 20, 2016 5:00 AM
10 daily habits of successful workforce planners - Part 2/2June 29, 2016 5:00 AM
How can I make Omnichannel work in my Call Center?June 20, 2016 5:00 AM
Is Customer Obsession a double edged sword?May 31, 2016 5:00 AM
Where is your contact center spend going?May 10, 2016 5:00 AM
Rise above the average: The importance of measuring variabilityApril 18, 2016 5:00 AM
How do I control absenteeism in my contact center?February 1, 2016 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 8277 
Share

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =