The goal of your strategic/operational plan is to make sure the exact right amount of agents show up to work every Monday morning. We’ll discuss how to optimize the levers available to management- hiring, controllable shrinkage, overtime and undertime- so that this long term goal is met every week.
In this session, we’ll discuss:
- Seasonality of all important forecasts and the appropriate level of detail for each forecast
- Methods for developing week over week requirements accurately
- Using cool mathematical techniques to optimally hire, develop controllable shrinkage plans and to find the optimal balance between hiring and overtime/undertime
- The benefits, both financially and qualitatively, of doing all of this quickly, accurately, and optimally