And here we are at the final part. I was saying at the end of the second part, that in this piece we will talk about the Intraday management and about improvement. So let’s cut the intro and get right in the business.
How to define Intraday management? From a WFM point of view, the Intraday team is taking care that the agents are respecting their schedules, they make necessary modifications of the agent’s schedule. Continue reading WFM practices to improve your daily life (part III)
In the previous post I was talking about the historical data of our life, and how we could use that to improve our life. Now that we have our historical data, it’s time to start working on the planning.
What is exactly a forecast? It’s an assumption of the future, based on historical patterns (see, this is why I was speaking about the importance of the historical data). For example, if you spent 1h to work on something in the past, probably it will take you 1h to work on it in the future as well. If you usually spend 100$/week, you could assume that next week you will do the same. Continue reading WFM practices to improve your daily life (part II)
I earn my living working as a Workforce Management Planner ( don’t know what workforce management is? Click here ). If I would to explain my job in a very basic way is that I do forecast for various data and agent management.
We use some best practices in our work, practices that help us to have a good process and, of course, reach our goals every week, month and year. Continue reading WFM practices to improve your daily life (part I)