Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service
Everything is in place. You’ve forecasted workload according to best practices and created a staffing plan and set of schedules to efficiently match the workforce to the workload. But you know what they say about the best-laid plans. It’s critical to track how well the plan is working every single half-hour of every single day to ensure service goals are being met and employees are being utilized effectively. This session will outline the process of tracking performance within the day and provide overstaffing and understaffing reaction strategies should the plan go awry.
Seminar attendees will learn to:
- Identify the components and the process used to track daily performance.
- Outline the steps of developing a communications plan should changes in staffing be required.
- Identify reaction strategies from both a staffing and technology perspective.
- Outline the many types of intra-day activities that affect staff availability and how to track them.
- Identify the most critical measures of intra-day performance and when to use each one.
Facilitated by: Giles Potter, Director, Great Outcomes
Giles is a speaker, author and experienced Consultant, who has been leading service industry change and development for over 13 years, after holding senior roles in the financial services industry. As a Management Consultant, Giles has worked with executive leaders in many of New Zealand’s government agencies and global corporations.
Web Seminar Cost : $375.00 + GST (first connection)
The cost of your first connection is $375. An unlimited number of students may attend via a single web/audio connection. You can get a discounted price of 25% off for all connections purchased when you buy more than one (discounted to $281.25 each)
Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.
Attend the five core sessions in the Workforce Management Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.