If you’re using agent call volumes to forecast outbound workload… you’re doing it wrong.
What you're really forecasting is past 'agent behaviour' and not future 'business demand'.
And that’s why your schedules don’t work—and your team ignores them.
In this episode I cover:
1: The Forecasting Trap
2: Why Most Outbound WFM Plans Fail
3: WFM Isn’t Just Scheduling
4: One Simple Change = 38 Extra Sales a Day
5: You Can’t Manage What You Don’t Understand

Can WFM provide more usable insights into absence trends?

Yes, provided there is collaboration with HR. Using the reason codes for the absence, together with the numbers, the WFM team can drill down further into better understanding the fluctuations in the absence percentage.

Instead of planning for a flat shrinkage, with a flat absence percent, here are some ways we can be creative with the data from HR, to improve how WFM supports the business in controlling this metric.

Hi there!

In this episode I spend a few minutes talking about who I am and where I’ve been for the past almost 20 years so that you can get to know me better and why my WFM content is created in this way.

Its just a quick into to who I am as a person and where I’ve worked and my experience to build trust between us.

Please feel free to reach out and connect on LinkedIn!

Thanks.

In this breakdown of the series ‘The Mars Outpost’, I do a walkthrough of the entire series and relate them back to the real world.

This episode highlights the importance of the concepts of WFM and how essential it is, to have some or all of the concepts of WFM working in your business to identify risks and use them to plan for similar events that could happen in the future.

The last transmission recording of the specific set-up challenges faced by the WFM team on Mars.

The WFM didn’t just do the same thing over again expecting a different result, they analysed their data which included the decisions and impacts of those decisions to improve their planning for the second arrival.

With the arrival of the second group, the workforce has grown but now has a mix of skilled and unskilled resources. The question of efficiency and effectiveness comes into play - it isn’t one or the other, our WFM used shrinkage and speed to production concepts to overcome this challenge.

After celebrations from harvesting the first successful batch of crops, work continued and we found instances of ‘avoidance’ taking place. Typically the ‘human nature’ of finding shortcuts followed us to Mars and our WFM had to find solutions.

At this point, our WFM team went from loved for being able to keep everything on plan to being frowned upon for calling out performance issues and enforcing rules.

We’ve had to implement some new metrics to help guide and direct both mining and farming operations to run smoothly.

Our team baselined tasks using Time and Motion studies to develop an acceptable AHT and then went on to introduce an Occupancy metric. These in turn helped with allocation of resources and guidance on production levels to maintain a consistent output.