Using telecommunications to work from home or other locations instead of at an organization’s office. #Staffing #WorkforceManagement #People #SupportModels #SupportOperations #Scheduling
The number of support personnel. Optimum is the appropriate number required to deliver on SLA commitments. #Staffing #Scheduling #WorkforceManagement
A tool used to determine the number of support personnel required to deliver on SLA commitments. #Sourcing #SupportOperations #Scheduling #SupportModels #Staffing #People
When analysts are involved in activities outside of their normal, planned, and scheduled activities. #SupportOperations #WorkforceManagement #HumanResources #People #Scheduling
The process of determining the specific assignment (tasks and time frames) by which people are required to meet an SLA . Part of workforce management . #Scheduling #Staffing #SupportModels #People #HumanResources #SupportOperations
Methods of determining the most efficient allocation of personnel to meet the support center’s staffing requirements. It includes determining staffing levels, determining analyst availability, enlisting additional resources (both external and internal), and scheduling staff to meet SLA's . ...
A method of distributing calls to analysts according to a predetermined list. #WorkforceManagement #SupportOperations #Staffing #Scheduling #SupportModels #Practices
The average delay of all calls, or the total delay divided by the total number of calls. ASA is one of the earliest metrics associated with handling telephone calls. It has slowly lost favor as the top metric for service level because averages tend to disguise queue times that a significant,...
Using statistical techniques to forecast future events. The major categories of quantitative forecasting include time series and explanatory approaches. Time series techniques use past trends to forecast future events. Explanatory techniques attempt to reveal linkages between two or more...
All locations, departments, workgroups, and people within the company or organization. An enterprise-wide outage would affect everyone in the company. #BusinessAlignment #ChangeManagement #CapacityManagement #Scheduling #ProblemManagement #BusinessContinuityPlan ...