September 2021

531 words, 2.0 minutes read. By Gerard Blokdyk Workforce Planning 1 big thing: Oversee that your operation participates in the provision of effective strategic, financial planning information. The big picture: Use data (new hire, pulse, exit, engagement, leadership assessments) to identify key areas of development and create development plans to Read more…

582 words, 2.2 minutes read. By Gerard Blokdyk Workforce Planning 1 big thing: Identify potential problems involved with budget forecasting, and personnel/organizational structures. The big picture: Verify that your strategy monitors the call center activity on a real time basis to ensure service level targets are achieved consistently through optimal Read more…

596 words, 2.2 minutes read. By Gerard Blokdyk Workforce Planning 1 big thing: Communicate with management and operations team to ensure compliance with organization standards. The big picture: Perform ad hoc analyses (both simple and complex) to identify and make recommendations on efficiency improvements, adjustments to planning metrics, staff movement, Read more…

600 words, 2.2 minutes read. By Gerard Blokdyk Workforce Planning 1 big thing: Maintain data relating to maintenance of facilities, equipment, workforce scheduling, and costs. The big picture: Be confident that your team creates reporting that include dashboard reporting, scorecards, and presentations of call center statistics such as call volume Read more…

567 words, 2.1 minutes read. By Gerard Blokdyk Workforce Planning 1 big thing: Track, monitor, and report on workforce action plans, including activities, timelines, progress, and success. The big picture: Make sure your operation is leading and establishing goals, objectives, performance measurement and evaluation methodologies, and technical guidance agency-wide to Read more…