Operations

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Winning WFM in 2020

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Winning WFM in 2020

Workforce Management has always been considered a ‘dark art’, and with good reason. The unique blend of science, instinct and influence is somewhat similar to walking the plank blindfolded, with your legs tied together, holding an excited puppy who won’t stay still.

Over time, we WFM nerds learn to apply this unique blend of talents to deliver consistent business performance and insights, arming our people with the best possible chance of achieving greatness. Much of our success in the execution of this comes from absorbing and dissecting the past – finding nuggets of gold that help us learn how our customers behave, so that we can program our crystal balls to predict the future.

Then came 2020.

What Contact Centres, Operational Excellence, & the Rainforest Have in Common

What Contact Centres, Operational Excellence, & the Rainforest Have in Common

The rainforest’s overarching ecosystem consists of hundreds of smaller ecosystems, including canopies, understories, and forest floors. Where one is affected, all are affected. A true natural wonder, it is the most biodiverse tropical rainforest on the planet. But its future is threatened by deforestation and other man-made pressures…which makes it much like the modern day contact centre.

Contact Centre Efficiency Metrics Demystified

Contact Centre Efficiency Metrics Demystified

If there’s one lesson I’ve learnt in my time in the contact centre industry, it’s that what gets measured gets done.

Contact centres that regularly measure their performance against their target metrics are the ones who reach their goals.

And because what gets measured gets done, there’s a direct correlation between the metrics you measure, and the performance outcomes you achieve.

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How to Combat (and Embrace!) Staff Attrition in Your Contact Centre

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How to Combat (and Embrace!) Staff Attrition in Your Contact Centre

Staff attrition (the percentage of your staff that leave) is a problem in many organisations. Contact centres are no exception.  

This problem can be seen both in Australian and internationally.  

While the negative impacts of high staff attrition are generally acknowledged, many contact centre leaders and managers are less aware of the negative effects that can accompany low staff attrition. However, low attrition can actually be worse than high attrition.