Power of One
Achieving Service Level
The ROC and Intraday management teams in WFM strive to meet service level goals throughout every interval of the day, even when unexpected situations arise. The ROC applies intraday management tactics to mitigate unforeseen events such as frontline staff calling in sick, weather events, sudden technical troubles, or unexpectedly high call volumes. And while the ROC takes action to make adjustments to maintaining service level in the face of these events, the WFM teams rely on strong partnerships with call handling agents and supervisors to jointly execute recovery plans.
The "Power of One" was a book published originally by Penny Reynolds and the Call Center School in 2005. Within the book, there were a few short chapters on "Staffing for Speed" and "sharing the Workload". These concepts demonstrated the importance of everyone playing their role and being available to handle the next call and general adherence to schedule.
One of the strongest concepts in the "Power of One" stresses how in a queue of 50 people, the difference just a single person makes if not available. Th
Shiny & R Studio
R Studio and Shinyapps allow dynamic visualization and working models, exposing to an online interface. In this example, we've created an online visualization of the "Power of One" - showing the importance of how losing (or gaining) a single call center rep can dramatically impact interval service level.
