Part 3: Intraday Management Skills
If you’ve been following along in this series you know the skills required to produce an accurate forecast and optimized schedules, but without effective intraday management your efforts towards these first two steps of the WFM process will be lost. Therefore, you must take the proper steps to ensure the plan is working. This is the art and science of intraday management.
- It’s tracking and analyzing all the individual components that drive service to determine what’s worrisome and what’s not.
- It’s communicating any relevant impact of service to the necessary stakeholders.
- It’s creating strategies for reacting where necessary and managing all the various sorts of activities that take agents off the phone throughout the day.