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The secrets of WFM
The secrets of WFM Call Centre Helper conference 2 nd April 2019 - - PowerPoint PPT Presentation
The secrets of WFM Call Centre Helper conference 2 nd April 2019 - - PowerPoint PPT Presentation
The secrets of WFM Call Centre Helper conference 2 nd April 2019 John Casey Ccplanning John.Casey@ccplanning.net The secrets of WFM Making Resource Planning real The secrets of WFM Top Tip The secrets of WFM Principles of WFM These
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Top Tip
The secrets of WFM
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These have never changed
F S M R
FORECAST
Predict what is going to happen
SCHEDULE
Make a plan to deal with our expectations
MONITOR
Watch what is happening and adapt delivery approach
REVIEW
Did our plan work? Learn lessons and replay
Principles of WFM
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So why does Resource Planning fail?
The secrets of WFM
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Unrealistic forecasts
Do we understand the macro environment in which we work?
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Unrealistic schedules
Do we understand the true needs of our staff? Does it match the needs of our customers?
The secrets of WFM
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Unneeded Reaction
Do we know when to hold our nerve on the day?
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Proper Review
Are we allowed to analysis what happened without bias?
The secrets of WFM
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We are missing something!
The secrets of WFM
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Averages
Averages are the planner’s worst enemy
https://www.callcentrehelper.com/how-to-measure-average- handling-time-52403.htm
The secrets of WFM
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Planning for Chat
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Misconceptions
Divide expected volume by concurrency Use a flat AHT across day We can just use an Erlang calculator
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Fact 1
You cannot forecast for Webchat until you go ‘all in’ and have it switched on without restraints
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Fact 2
Staff will have a different AHT depending
- n number of concurrent interactions
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Fact 3
Webchat planning is heavily effected by ‘birth – death syndrome (Markov)
1 2 3 4
C
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Fact 4
Tolerance has a different impact Understand Kaplar-Meier survival analysis
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Planning for Omnichannel
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Omnichannel needs a new way of thinking
B2B and B2C is dying C2B must be considered (Bill Price)
(Instapage, Sept 2018)
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Don’t assume it brings staffing efficiencies
New channels often leads to new queries Ease of access for customers builds customer experience and loyalty – at a cost
The secrets of WFM
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