Uptivity Webinar: Intraday Management Best Practices
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Transcript of Uptivity Webinar: Intraday Management Best Practices
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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]