This PPT slide, part of the 78-slide Guide to Delivering Best-in-Class Customer Care PowerPoint presentation, emphasizes the necessity of a structured workforce management strategy to achieve optimal capacity and service-level management. It highlights the critical relationship between required staffing levels and actual scheduled full-time equivalents (FTEs). The visual representation illustrates demand fluctuations throughout the day, indicating periods of both understaffing and overstaffing. This underscores the importance of aligning workforce supply with demand to enhance operational efficiency.
Seven core disciplines are identified as essential for bridging the gaps between demand and supply. These disciplines include forecasting, capacity planning, staff scheduling, activity management, attendance and adherence, real-time management, and performance tracking. Each discipline plays a pivotal role in ensuring that staffing levels are responsive to actual service needs.
Forecasting is crucial for predicting call volumes and handling times, which directly influences staffing decisions. Capacity planning involves securing the necessary resources to meet service targets, whether through hiring, outsourcing, or managing attrition. Staff scheduling must be designed to accommodate demand spikes effectively. Activity management focuses on planning non-call activities to minimize disruption during peak times.
Attendance and adherence are vital for maintaining high levels of service, while real-time management allows for immediate adjustments to staffing based on current conditions. Performance tracking ensures that each discipline is measured against clear metrics, facilitating ongoing improvement.
For organizations looking to enhance their workforce management, this slide provides a clear framework. It outlines the necessary components to create a responsive and efficient workforce that meets service demands while minimizing costs. Understanding and implementing these disciplines can lead to significant operational improvements.
This slide is part of the Guide to Delivering Best-in-Class Customer Care PowerPoint presentation.
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