Difference between revisions of "Cost Improvement Programs"

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(Created page with "Category:Forecasting == Cost Improvement Programs== Workforce Management: Cost Improvement Programs Forecasting: ''The fu...")
 
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== Cost Improvement Programs==
 
== Cost Improvement Programs==
 
[[file:cost-improvement.jpg|thumb|400px|border|Workforce Management: Cost Improvement Programs]]
 
[[file:cost-improvement.jpg|thumb|400px|border|Workforce Management: Cost Improvement Programs]]
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Forecasting: ''The functional process that takes historical data and information for use in predicting what might happen in the future.''  
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Workforce Management organizations often are leveraged for establishing baseline metrics within a contact center and validating whether identified cost or metric improvement initiatives have yielded improvements in contact center operations.  While 1:1 correlations are not always feasible, changes that are implemented and properly base-lined can be examined by a WFM organization to evaluate whether volumes, handle-time, shrinkage, or occupancy have changed as the result of that activity.   
  
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Forecasting is one of four cornerstones of Workforce Management: Forecasting, Scheduling, Real-Time Activity (RTA) and Business Intelligence.
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Below is a sample real-life contact rate reduction plan.  In this plan, WFM would support validations of various segments.
  
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== Requirements:  What Do We Need For Effective Forecasting?==
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== Executive Summary ==
  
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Conceptually, ''forecasting'' means the same thing to most people: '''the idea of telling the future based on some existing knowledge.'''  How we work within the WFM model to generate accurate forecasts requires us to base forecasting activity on solid methodology.  It's important that we follow common guidelines so that when we aggregate forecasting data to make business decisions, we can do so as accurately as possible.  For this reason, we've developed a model with 4 dimensions that defines [[World_Class_Forecasting_Organization |"World Class Forecasting".]]
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== Methodology ==
  
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Key concepts behind forecasting include generating and utilizing:
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==No Single Cause==
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* A set of established roles and responsibilities
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* A solid process with clearly defined purpose
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Avaya Call Routing & Skills
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* A collaboration mentality, with all other departments within the organization (use of wiki!)
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* Clean data, both historical & judgmental derived from collaboration
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SL% Challenge, Forecasting and Staffing Models
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* Adoption of [[Data Governance |Data Governance]] M&Ps to maintain ''clean data''
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* Support from call center, regional, division and corporate management
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Quality Control
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* Technical Tools (WFM Software) and Knowledgeable Resources
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IVR Audit
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Escalation Process
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Field Quality
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Business Process Audit
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Communications

Revision as of 10:51, 16 July 2016

Cost Improvement Programs

Workforce Management: Cost Improvement Programs

Workforce Management organizations often are leveraged for establishing baseline metrics within a contact center and validating whether identified cost or metric improvement initiatives have yielded improvements in contact center operations. While 1:1 correlations are not always feasible, changes that are implemented and properly base-lined can be examined by a WFM organization to evaluate whether volumes, handle-time, shrinkage, or occupancy have changed as the result of that activity.

Below is a sample real-life contact rate reduction plan. In this plan, WFM would support validations of various segments.

Executive Summary

Methodology

No Single Cause

Avaya Call Routing & Skills

SL% Challenge, Forecasting and Staffing Models

Quality Control

IVR Audit

Escalation Process

Field Quality

Business Process Audit

Communications

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