uptivity webinar: intraday management best practices
DESCRIPTION
This session focuses on best practices you can adopt to reach the next level of efficiency and effectiveness within Contact Center Intraday Management. Learn how to dynamically adjust intraday staffing to optimize performance in rapidly changing circumstances: 1. Look ahead 4 to 6 hours when contemplating staffing adjustments. 2. Monitor ad hoc views and metrics: forecast vs. actual vs. SLA status. 3. Manage over/under staffing of skilled agents by monitoring issue trends. 4. Monitor activity via threshold notifications using text messages and emails.TRANSCRIPT
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Intraday ManagementBest Practices
Aaron CashDirector of Product
Management
Intraday Management
• Get a good outlook at the day ahead- Identify times that
may have overages / insufficiencies
- Review forecast volumes and staffing distribution
• Ask agents at the start of day if they are interested in staying later or leaving earlier
• By establishing a list of go-to agents in case your forecast does not hold up you are not left scrambling to cover
Staffing Adjustments
• In periods of unexpected low volume, add trainings/meetings on the fly
• Do mass event adds to schedules
Staffing Adjustments
• Achieve greater accuracy and efficiency
• Re-forecast every ½ to 1 hour• Be aware of how calls are
trending• Sometimes forecasts are created
weeks or months earlier• Ensure you are using latest data
to plan strategically and not just being reactive
Intraday Forecasting
• Take note of real-time data: Watch out for over/under staffing changes
- Track staffing by skills- Monitor intervals or rolled-up daily periods- Track deviations by percentage or labor hours
Intraday Management
Intraday Management
• Auto-pilot guidance- Alerts guide you with 4-to-6 hour
projections- Free up time to focus on future planning
• Monitor issue trends to manage staffing of skilled agents- Match agents to issues for
best response
Skills Matching
• Monitor activity via threshold notifications- Call volume forecast vs. actual- Staffing levels: Lunch, breaks,
meetings, PTO / call-offs- Service levels- Call queue levels
Use Threshold Notifications
• Don't pay too close attention to all "decimal points". - This ties in with knowing
your data, but goes a step further.
- Just because your AHT is a few seconds over goal or service level is not spot-on target does not mean your plan or model for the day is wrong.
Don’t Overanalyze Data
• Just because you can measure it, does that mean you should?
• Know your data and how it impacts customers: Manage to that!
• Metrics are important, but being drowned in data makes you slow to react: Service level, ASA, FCR, Abandon rate, AHT, ACW
• Real-time reporting puts actionable information at hand: How you use it is equally important!
Using Data Appropriately
• Proactive intraday workforce management is easier than you think
• Remember: The contact center environment is very fluid- Anticipate fluctuations- Be ready for change and adapt
as needed
Be Proactive
• Questions?• More information:
- www.uptivity.com/products/workforce-management
Toll-free phone: 888-922-5526Email: [email protected]