The phrase, Change Management, is used in a few different ways – changes to contracts, project changes, and change which directly impact people, employees. This posting is intended to talk about change related to its impact on people. As a method for sharing the thoughts and approach I’ll share how a closure of a facility […]
Change Management with people Read More »
Planning staff using volume forecasting and labor assumptions is a critical skill to balance meeting service levels at the least cost possible.
Forecasting is a critical action for any business but particularly production operations such as contact centers. Performing this action is particularly challenging when there is a change in volumes due to seasonality, changes in the business, unexpected events, and automation of the work. As a result of the challenge, people responsible for forecasting often just
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INTRODUCTION Successfully managing a call center operation in one or more centers requires knowledge and capability in many skills. This information will focus on the capabilities needed as a Manager or Team Leader to achieve consistent, reliable success. It is important to first realize call center management requires a mindset which looks ahead (forecasting,
Daily Call Center Operations Read More »