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Project OutCast is an Outpost WFM production but this isn’t just about WFM schedules and calculations, this isn’t about how close your forecast variance was and this definitely isn’t about whether or not you’ve memorised the AHT formula. I do things different, I find creative solutions to real challenges and I don’t create problems and chaos to justify the need for WFM. Running a contact centre is not difficult, period. Managing people on the other hand, that requires skill which can be taug ...
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Discover how high-performing WFM teams inspire trust and drive success - Leading from the Front
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Leave a comment or suggestion Can WFM lead Ops teams to better results — not by force, but by example? In this episode I cover: 1. WFM: More Than Just Schedulers. 2. Productivity Starts at the Top. 3. Want Ops to Stick to the Plan? 4. Contact Centre Leadership, Reinvented.By Corey Sewpersad
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WFM Analytics: Your Competitive Edge - WFM Analytics in Outbound Sales
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Leave a comment or suggestion If you tuned into our last episode where we explored "Applying WFM in Outbound Contact Centres," then you're going to love today’s deep dive — because now we're taking it one step further: what if we could measure and prove the real financial gains of smart WFM Analytics? In this episode I cover: 1: The Productivity Sw…
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WFM as a Strategic Weapon - Service Levels: Beyond the basics
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Leave a comment or suggestion Managing Service Level is like steering a car — you can't wait until after the crash to turn. In this episode I cover: 1: Forecasting vs Guessing 2: Real-Time Agility 3: Excuses vs Reasons 4: WFM as a Strategic WeaponBy Corey Sewpersad
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Why Most Outbound WFM Plans Fail - Getting WFM to work in Outbound Sales Teams
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Leave a comment or suggestion If you’re using agent call volumes to forecast outbound workload… you’re doing it wrong. What you're really forecasting is past 'agent behaviour' and not future 'business demand'. And that’s why your schedules don’t work—and your team ignores them. In this episode I cover: 1: The Forecasting Trap 2: Why Most Outbound W…
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Leave a comment or suggestion Can WFM provide more usable insights into absence trends? Yes, provided there is collaboration with HR. Using the reason codes for the absence, together with the numbers, the WFM team can drill down further into better understanding the fluctuations in the absence percentage. Instead of planning for a flat shrinkage, w…
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Trust me and you will trust Workforce Management
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Leave a comment or suggestion Hi there! In this episode I spend a few minutes talking about who I am and where I’ve been for the past almost 20 years so that you can get to know me better and why my WFM content is created in this way. Its just a quick into to who I am as a person and where I’ve worked and my experience to build trust between us. Pl…
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Leave a comment or suggestion In this breakdown of the series ‘The Mars Outpost’, I do a walkthrough of the entire series and relate them back to the real world. This episode highlights the importance of the concepts of WFM and how essential it is, to have some or all of the concepts of WFM working in your business to identify risks and use them to…
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Leave a comment or suggestion The last transmission recording of the specific set-up challenges faced by the WFM team on Mars.By Corey Sewpersad
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Leave a comment or suggestion The WFM didn’t just do the same thing over again expecting a different result, they analysed their data which included the decisions and impacts of those decisions to improve their planning for the second arrival. With the arrival of the second group, the workforce has grown but now has a mix of skilled and unskilled r…
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Leave a comment or suggestion After celebrations from harvesting the first successful batch of crops, work continued and we found instances of ‘avoidance’ taking place. Typically the ‘human nature’ of finding shortcuts followed us to Mars and our WFM had to find solutions. At this point, our WFM team went from loved for being able to keep everythin…
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Leave a comment or suggestion We’ve had to implement some new metrics to help guide and direct both mining and farming operations to run smoothly. Our team baselined tasks using Time and Motion studies to develop an acceptable AHT and then went on to introduce an Occupancy metric. These in turn helped with allocation of resources and guidance on pr…
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Leave a comment or suggestion After work got underway on the mining and farming operations, there were some performance challenges, some of which was only evident after being put in the real life situation - similar to that of staff going live onto calls from training and feeling overwhelmed. On Mars, our WFM team created solutions by cross-skillin…
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Leave a comment or suggestion Arrival of the first group of humans on Mars and the challenges faced once they landed. The WFM team got into action displaying real-time contingencies to mitigate risks to the new arrivals and adjusting and adapting their existing resources in real-time to prevent risks to existing personal.…
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Leave a comment or suggestion A prologue into the upcoming six part series called ‘The Mars Outpost’.By Corey Sewpersad
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Dear CEOs and BPO Clients - Welcome to Project OutCast - An Outpost WFM Production
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Leave a comment or suggestion WFM isn’t just about forecast and schedules, it’s become an actual business strategy that can be used in almost any industry. In this episode I introduce the show, inviting business leaders, operational managers, CEOs and WFM professionals to follow and subscribe as I put my two decades of experience across both BPO an…
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