SWPP-Conference-Day2
Illustration by Eric Jackson

More tips, news and notes from the 2015 SWPP Annual Conference, Day 2:

I went to “How Interval Shrinkage Improves Forecasting” by Annie Love and learned about a new shrinkage I’ve been ignoring: FIRST DAY OF SCHOOL. I thought I had captured the last of the unknown shrinkage types when I realized I had been overlooking FIRE DRILLS. But the room set me straight and offered tons of input on their less-common shrinkage groups: W-2 day, payday Fridays, system outages, the Superbowl, local shrinkage (Mardi Gras in New Orleans, San Antonio’s Fiesta, San Francisco’s Transit Union strikes, Detroit’s opening day for baseball, or hurricanes in Florida) and special HR meetings for disciplinary discussions.

Benchmarking: AUX Target for unproductive, unmonitored, unscheduled time is 2%. The real goal will vary by many factors but this is a good place to start when you’re setting this up from scratch.

Vendor News

Clarity WFM is an all-in-one suite available both in the cloud and on-premise. Targets mid-markets with most common features so it’s more affordable.

Subscribe to Contact Center Pipeline Magazine