More tips, news and notes from the 2015 SWPP Annual Conference, Day 3:
From the “60 Ideas in 60 minutes” session: Penny Reynolds was transcribing all of these for the website, but in the meantime, here are a few I really liked and captured from the five expert problem-solvers in this speed session:
• Build a WFM career path. Start with entry-level, real-time positions, then forecaster, scheduler, and on to senior levels.
• Create holiday plans a month before the holiday.
• Offer a WFM internship for 6-12 months.
• If you use Verint, take advantage of the Agent Proficiency Factor to get a better model on staffing requirements.
• Don’t limit at-home agents’ shift types. Split-shifts aren’t so insane anymore.
• If you have remote agents working at a remote site, also make sure that there’s a workforce manager at that site so they don’t complain about taxation without representation.
• Stay connected to the WFM Community! I totally agree, and am so thankful to Jud Beall, my fellow CWPP friend, for reminding me why I love this conference.
Benchmarking: How far out are schedules published? Four weeks.
Aspect has a brand-spanking-new user interface from Frog Design (they did Apple) and it looks pretty impressive.
WFM Brainpower Boost
We were served brain food with our salads at lunchtime, courtesy of ICMI.