Workforce Engagement Management

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  • 1.  Having practically a single work plan per agent. Good or bad?

    Posted 2 days ago

    I have so many clients that insist that they need to have a work plan for every agent out there. My reply is that by doing so, you are leaving very little for WFM to do. Sure you can keep track of adherence or compliance, but as far as forecasting and scheduling what do you expect the WFM to do when you are dictating schedules. Have any of you run into this or are you doing this with your contact center? What is the justification for this and how should we approach our clients with an answer to help WFM work for them instead of them working against it?  


    #ScheduleManagement
    #WFMConfiguration,BestPractices

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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 2.  RE: Having practically a single work plan per agent. Good or bad?

    Posted 9 hours ago

    I have many clients who take the same approach, and also some that do not. The decision point is usually around whether activity plans can work to populate the individual requirements for agents sharing work plans. The other factors are whether the individual work plans contain any flexibility. If they do, then WFM still does some work, if not then as you have said, WFM does very little.

    Chris Perry | Business Analyst & WFM Consultant, Customer Experience

    Chris.Perry@nttdata.com



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    Chris Perry
    Ts Systems Integration Specialist
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    Original Message


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