WFM Principles
Art and Science of Workforce Management Explained
If you’ve been around this industry any length of time, you’ve likely heard someone define Workforce Management as “the art and science of making sure the right people are in the right place at the right time.” I wouldn’t exactly call this a definition, but it is something relatively easy for sales people to remember. Definition [...]
Want to Reduce AHT? Focus on the Metrics Inside
Apart from shrinkage and necessary overhead, there are three key things that drive staffing costs at our contact centers: service level objectives, call volumes and average handling times. If we attempt to reduce our service level goals and are told “it is what it is” (see related blog post here), we’re left with either reducing [...]
The Cost of Having the Wrong Service Level Goal
There is a price to pay when working to achieve any goal in terms of time, effort and, sometimes, money. In our personal lives, we’re the ones who decide which goals we’re going to pursue and whether what we’re working towards is WORTH the time, effort and, sometimes, money, that we spend. Most of us [...]
George Costanza “Gets” Shrinkage
In the contact center world, there’s a lot of talk about SHRINKAGE. No, not that kind of shrinkage. I’m talking about the kind that leaves you with fewer staff than you expected. Do You “Get” Shrinkage? Besides causing everyone to giggle every time it’s mentioned, shrinkage is one of those terms that causes a lot [...]
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