Clive WoodrowFeb 151 minWFM - Shrinkage ChecklistEvery contact center suffers from shrinkage. Shrinkage is the amount of time an agent will lose during their scheduled shift. Time is los...
Clive WoodrowJan 71 minHow to Keep EmployeesDo these three things, all the time: 1. Show them that someone is interested in them, cares about them, and is looking out for them. 2. T...
Clive WoodrowNov 21, 20193 minCAUTION - Agent Incentives Ahead It's not unusual that incentive programs exist for contact centre agents. They are found in company-sponsored environments, and client sp...
Clive WoodrowNov 19, 20196 minAchieve Greater Performance! Whether you operate a contact centre in the United States, the Philippines, the UK, India, Canada, South Africa, Mexico, China or Austral...
Clive WoodrowOct 18, 20193 minCalculate Service Level CorrectlyMany of my post ideas come from working with different clients and seeing the challenges they face in their business. In this post, I wan...
Clive WoodrowAug 7, 20193 minWorkforce Management Basics - That Our Mothers Can Understand.Daughter: Hi, Mom. Hey, I just called to let you know that I got a new job!! Yeah, I'm pretty excited. I'm going to be a Workforce Manag...
Clive WoodrowApr 2, 20191 minAgent Idle Time Shows Where Staffing Capacity ExistsTo some degree, idle time is an analogy to inefficiencies in scheduling. The WFM team should be able to estimate what level of idle time ...
Clive WoodrowMar 31, 20192 minHow to Create Accurate Monthly Call ForecastsBelow is a monthly forecasting checklist. By the 3rd week of each month business leaders should go through this checklist with their resp...
Clive WoodrowFeb 19, 20193 min34 Questions CEO's Should AskAbout Their Customer Service Organization. Customer Service & Customer Experience What level of service do we provide to customers who co...
Clive WoodrowFeb 14, 20194 minThe Power of Stack Ranking As you know contact centers run on hard-working people and statistics, lots of them. Statistics such as Attendance, AHT, FCR, CSAT, Hold ...
Clive WoodrowJan 23, 20192 minShort Term Forecasting ChecklistEach week your WFM team should review your business to determine if adjustments need to be made to the staffing schedules resulting from ...
Clive WoodrowDec 28, 20185 minWhat Your Call Center Can Learn from Aviation’s Superb Safety Record.In 1970, of the 310 million people that flew that year, 1,475 were killed in some kind aviation related accident. About 1 in every 210,00...
Clive WoodrowDec 28, 20186 min15 Steps to Becoming the Best Team Manager in the Call Center Industry Click here for the Youtube video. The harder you work the easy the job of a Team Leader becomes. 1. Metrics Metrics Metrics: They are the...
Clive WoodrowDec 24, 20182 minThe Daily WFM - Operations ChecklistIf used consistently, the Huddle Checklist will bring out information and drive conversations about the critical aspects of your business...
Clive WoodrowDec 23, 201810 minDo You Want to be a Home Agent?These are the 10 steps that will help you understand where to find the jobs and what it’s like to a Home Agent. Watch the related video ...
Clive WoodrowDec 22, 20183 min50 Tips on Workforce Planning If you work in a contact center with 5, 16 or 700 agents you know that workforce management is a very important part of your operation an...
Clive WoodrowDec 21, 201822 minCall Center AcronymsWhen you ask - What does that mean? Answers below. # - Hashtag [General Business] [Operations] Commonly used in social media applications...
Clive WoodrowDec 21, 20183 minCall Center Manager TestTake this 10 question multiple choice test of your Call Center Operations knowledge. 1. What does AHT mean? A: All Hands Talking. Its the...
