Author: Stefan S.

This author has written 151 articles

WFM practices to improve your daily life (part III)

Part I

Part 2

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.

  • Intraday management

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. (more…)

Continue ReadingWFM practices to improve your daily life (part III)

Why do we put in the work?

Why do we wake up in the morning and go to work? Why are we even going to work? What’s the point of all of this? And I keep saying we like it will be a big and smart article, but it will be mostly about me, so excuse me for being an obnoxious narcissist. I’m a millennial so that’s ok. Supposedly we are more narcissistic than the other generations (gasp!)

Since I brought the millennial generation, that we so kindly were named, let’s talk a little bit about this. About my generation. I won’t dare to say that these things are generally specific to everybody, but there are things that I hear and see almost every day in my life. Either at work, either on the street, bus, social media etc. (more…)

Continue ReadingWhy do we put in the work?

WFM practices to improve your daily life (part II)

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.

  • Working on the forecast

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. (more…)

Continue ReadingWFM practices to improve your daily life (part II)

WFM practices to improve your daily life (part I)

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. (more…)

Continue ReadingWFM practices to improve your daily life (part I)

Why do I wake up at 4:30 AM?

A while back, I was writing how I became a morning person. Since then, my morning schedule has changed a lot, and now my alarm is ringing at 4:30 in the morning. When they find out, most of the people (all of them actually), always ask me “Why do you wake up at such an hour?”.

My first reaction is “Because I can”. And yes, one of the reasons that I do this, is because I can. If I couldn’t wake up at 4:30 in the morning I wouldn’t do it. (more…)

Continue ReadingWhy do I wake up at 4:30 AM?