My most recent business travel was to Penang, Malaysia. Gorgeous place – wonderful center. I love my clients!
Workforce management continues to be a hot button for organizations. If we cannot get our forecast right – we do not get the right level of resources to support our contact volume. High level advice:
- Create LOTS of forecasts. A forecast is a prediction, a guess. Chances are that one forecast will not be accurate. So create what you think is MOST likely to occur and then create contingency forecasts.
- Document all of your assumptions and ask others to review them. Often, the review process will trigger communication that will make the forecast more accurate.
- Be open and honest about where the time is going. Our switch reports can be our worst enemy (Idle Time as a column header? Really, change it to Ready Time!!!)
Happy forecasting.
A room with a view