WFM – Introducing a New Scheduling Process, Part 3

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Process changes can be difficult to handle; and especially if they are unexpected. All too often communication is a forgotten necessity of the workforce management team. The purpose of this series is to help workforce management teams to get out of the silo, help their centers understand what workforce management does, and make it easier to implement schedule process changes. Part Three of a Five Part Series: 

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WFM – Introducing a New Scheduling Process, Part 2

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So, you’ve got your workforce strategy committee together. Now what? As previously mentioned, any little schedule tweak can cause a tidal wave. Why? Well, because, you’re impacting the lives of your agents’ and most often, they don’t get any say. Let’s change that.

Part Two of a Five Part Series: 

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WFM – Introducing a New Scheduling Process, Part 1

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Whether you’re the agent or the operations manager, changing the way you schedule affects everyone.  Implementing a new workforce management program can be a painful experience in your contact center, but it doesn’t have to be.   In this five part series, I am going to discuss how to introduce a new scheduling process to your contact center in the most painless way possible. The following key points will help you along the way:

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Lets Get Small…

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I have been in the telecommunications industry for 25 years.  One of the most profound developments has been the miniaturization of telecom technology.  In the 70’s a central office servicing 40,000 lines required a large building to house it and considerable power and cabling resources.

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AHT vs. FCR

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It seems that First Call Resolution (FCR) and Average Handle Time (AHT) have been at war with each other for longer than any of us can remember. In many call centers, both of these metrics are critical to the optimization of day-to-day operations. The big question is, “how can you provide excellent customer service that resolves the customer’s issue in the first call while also getting them off of the phone quickly?” Obviously, your results can vary depending on the business that you serve, but it is rare that a center can be really stellar at both. Most who attempt to be great at both experience the opposite effect, both AHT and FCR suffer.

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