Tag: service level
Plan and Measure = Pleasure
Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think...
Two Steps That Will Improve Your WFM Outcome
Most of us WFMers work to achieve a service goal for every single interval of every single day. We do this by reforecasting regularly...
The SBR Balancing Act
Skills-based Routing (SBR) is a feature found on any ACD today, and it’s been around for over 30 years. It is so common, in...
Skills-Based Routing: Assess the Impact of Crosstraining on Service Level
Skills-based routing (SBR) is a strategy that provides a contact center flexibility when different skills have different call arrival patterns. SBR also offers tenured...
Experimentation… Why Not?
Humans learn things in a variety of ways that span the range from formal to accidental. School is a formal way to learn. There...
Plan It, Prove It—A Vision for WFM
“Plan it, prove it.” I say those words to every client. To me, they define the role of WFM in the contact center. It...
Multitasking and Long-Term Planning
Multitasking in the call center is all the rage now. Over the last decade I’ve seen tools that automate simple work, can route any...
Snooze Alert! Yup… I’m Talking About Data
People are surprised when I tell them I was a History major in college. They typically laugh nervously and say things like, “But… you’re...
