Hyatt Hotels Improves Contact Center Planning
There are two certainties since Hyatt implemented CenterBridge: 1) decision makers have a better understanding of the operation as a whole and 2) planners benefit from a cohesive contact center performance history that allows them to ground decisions in historical fact.
CenterBridge delivers a clearer picture, faster decision making, and an overall more efficient, easy-to-use planning process. For Hyatt Hotels, an argument for any other planning method simply doesn’t stand a chance.
Hyatt before CenterBridge
Hyatt Hotels receives 10 million calls annually. Needless to say, contact center planning is very serious business. Like many contact centers, Hyatt was using spreadsheets to build and manage their long-term plans. These spreadsheets were large, came in a variety of versions, stored in multiple folders, and shared across multiple users.
Fortunately Steve Gordon, Scheduling Manager, among others realized that spreadsheets were not a solid foundation to base long-term operational decisions. Steve identifies the key symptoms of inefficiency that Hyatt experienced as a result of using large, complex spreadsheets to drive strategic decision-making:
- Accuracy: Multi-user spreadsheets lose accuracy over time because formulas are easily deleted or overwritten by raw data.
- Consistency: Errors in spreadsheets are commonly overlooked by managers, i.e. creating a snowball effect from one plan to the next.
- Cohesiveness: Inconsistency in plan assumptions across multiple users over time obscures the real picture of what’s happening.
- Operational Changes: With a complex spreadsheet, any small restructuring in the operation requires a massive spreadsheet rewrite; sacrificing time, money, and resources.
- Actualizing Data: Assumption data, actual data, and forecast data often blend together, making it difficult to analyze each data type individually.
Watch Webinar: Hyatt Hotels Improves Contact Center Planning
Speaker: Stephen Gorden, Scheduling Manager, Hyatt Hotels