Workforce management has long been characterized like so: Ensure that the right numbers of agents are available at the right time to service customers. This definition still applies, and now extends to strategic planning ‒ of which many companies subscribe to two areas to ensure they’re staffed appropriately, at all times:
- To react successfully to the intraday management environment and day-of changes to scheduling, ensure that the operation is both nimble and efficient.
- To meet seasonal and changing service demands according to the strategic plan, make sure that the right number of agents are trained and available.
Many day-of operational problems can be put to rest in the strategic planning process.
In this third of our three-part webinar series, get useful tips and tricks for forecasting and planning that help you determine staffing requirements and avoid day-of issues. These same tips and tricks even apply to hiring plans over time.
It’s simple. Ensure that the right numbers of agents are available at the right time to service customers.