Team
How many people like Beetles?
2
What are the 3 R's?
Results
Relationships
Reputation
Typically the start of the WFM lifecycle, and it touches every part of the work we do.
Forecasting
_________________________ is the source of truth for Adherence scores and is what is used when discussing Adherence metrics and goals
Ready Time Adherence
__________________________ is the percentage of paid agent time that is unavailable for handling customer interactions, including both planned activities (meetings, coaching) and unplanned absences
Shrinkage
How many WFM team members liked tacos / mexican food?
5
What is the Power Influence Roadmap? or, what does POWER stand for?
Purpose
Define a compelling “why” that creates value for others
How does this make things better beyond me?
Others
Map key stakeholders who decide or affect the decision
Charlotte’s phrase “aerial support”
Winning Story
Craft a from-to narrative showing specific benefits
Engagement
Activate “think-feel-do” alignment with the stakeholders
SPARK their thinking, activate the HEART, and SCALE your influence
Resolution
Transform obstacles into action opportunities for new solutions
As part of the forecasting process, which kind of data is reviewed every month by Capacity Planners to see what adjustments may need to be made (short term or long term)?
Hint: There are 3
Reviewing the previous months:
1. Weekly volume
2. Weekly assumption AHT
3. Weekly Shrinkage
The percentage of time agents spend on active tasks versus waiting for work
Occupancy
"Averages get you _______________"
"Averages get you in trouble"
Kristina
What does it mean to influence from your CORE?
Connect with Openness (Personal and Professional)
Relate and Engage
Forecasting ____________ volume helps to provide FTE requirements for hiring plans which turns into our headcount numbers
weekly
The percentage of customers who hang up or leave the queue before connecting with an agent
Abandon Rate (ABN)
What connects adherence to Calabrio?
External logins
Who loves the color green?
Abigail & Sara T
What does it mean to ECHO your influence?
Explore your influencers
Capture their contribution
Honor with an Echo promise
Offer actions to expand the Echo
Forecasting per day per interval gives guidance to......
when people need to be scheduled.
How is adherence calculated?
Adherence =
X - Y
_____
Z
X=
Total time scheduled to be available for inbound contacts (Base activity, i.e. US Licensed)
Y = Time out of Adherence (i.e. away from desk, logged out, etc.)
Z = Total time scheduled to be available for inbound contact (Not including time scheduled for Team Meeting, coaching, etc.)
What allows and promotes accurate tracking of Shrinkage?
Five9 agent states
How many people like the color purple?
4
Alicia
Brooke
Jess
Rachel
What does it mean to GIFT to elevate appreciation into lasting positive influence?
Gratitude
Impact
Future
Takeaway
What is a typically acceptable variance to forecast when reviewing at a weekly level?
Depends on the size of the queue and what granularity you are reviewing!
Weekly Level volumes:
Typically, a 5% variance acceptable for large queues and 10% acceptable for smaller queues
What is the MSC's current adherence goal?
Bonus: What is Claims Support Center adherence goal?
MSC: 92%
Claims: 90%
What are the current adherence goals for the MSC, PC, and Claims?
Most teams = 92%
PC = 80%
Claims = 90%