“Managing workforce at your call center takes everything you’ve got.
Agents are always mad at you and the service level’s shot.
Wouldn’t you like to get away….?
Sometimes you want to go where everybody knows your pain,
And they’re always glad you came.
You wanna be where you can see, our troubles are all the same
You wanna be where everybody knows your pain.”
(sung to the tune of the “Cheers” theme song)
Last week I attended the 2012 SWPP conference in Nashville, Tennessee. While sitting at my table watching a fantastic round of “WFM Jeopardy” hosted by the jovial Jim Quiggins, it hit me. THESE people are MY people.
That room filled with forecasters, schedulers and intraday managers from contact centers all over the globe shared something that transcended geographic location and industry vertical. Even the solution vendors in attendance were united by their common goal of wanting to help all of us have the right number of people with the right skills in the right place at the right time.
So whether you’re a workforce professional from India or Indiana, the Philippines or Philadelphia, the SWPP conference is, perhaps, the one place on earth where everybody knows your pain.
A big “Thank You” to Vicki Herrell and the rest of the SWPP team for putting on such a great conference. If you are unfamiliar with SWPP (the Society of Workforce Planning Professionals) please visit their website for resources and membership information.