Podcast ¦ CX Diaries: Why Effective Planning is Key to Customer Satisfaction

Key Takeaways

1. The importance of professional organizations like the forum in supporting contact center planning and management.
2. The need for effective planning to enhance workforce efficiency, particularly in contact centers and related fields.
3. Effective workforce management (WFM) is crucial because it represents a substantial part of an organization’s expenses.
4. Balancing customer, colleague, and corporate needs is essential in planning and resource management.
5. Engaging entry-level staff in understanding planning principles can enhance self-management and overall efficiency.
6. Development opportunities in planning roles should be prioritized alongside agent training.
7. The alignment between planning functions and organizational goals is critical for success.
8. Planning teams must adapt to a hybrid work environment, necessitating new strategies and tools.
9. The impact of executive decisions on front-line operations must be clearly communicated and aligned with operational capacity.
10. Emphasizing the importance of understanding the operational context to improve decision-making in planning.
11. Building trust with teams through delegation can empower staff and enhance overall productivity.
12. Continuous learning and adaptation are crucial for professionals in contact center planning, especially in a rapidly evolving industry.

Key Statistics

• Most organizations spend a significant portion of their budget on workforce expenses, particularly in contact centers, back offices, and field operations.
• Companies may see a service level drop from 80% to 40% with just a small change in staffing, highlighting the importance of planning.
• In planning, efficiency gains must also consider employee well-being, to mitigate high attrition rates.

Key Discussion Points

1. The role of planning in optimizing workforce efficiency.
2. The influence of external pressures, such as market dynamics and internal changes, on planning.
3. The importance of creating a strong community and sharing best practices among planning professionals.
4. Challenges faced by smaller or micro contact centers in implementing effective planning.
5. The shifting mindset in intraday management to prioritize colleague well-being.
6. The need for real-time decision-making tools and strategies in workforce management.
7. The evolution of planning roles within organizations, particularly in light of increasing remote work.
8. The importance of training and skill development in planning teams.
9. Tactics to engage and influence senior executives on the value of planning.
10. The necessity of proactive rather than reactive management in intraday planning.
11. Insights into how personal career journeys can inform professional practices in planning.
12. The role of technology in evolving the planning processes within contact centers.

Podcast Description

CX Diaries is a podcast produced by the Customer Experience Foundation, featuring conversations with industry experts and pioneers in the realm of customer experience and contact centers. This week, host Keith speaks with Dave Burnham, an award-winning expert in contact center planning with over 20 years of experience. They discuss the integral role of planning in workforce management, the importance of balancing customer service, employee satisfaction, and corporate goals, as well as the challenges and innovations shaping the future of the industry. The podcast serves as a valuable resource for professionals looking to enhance their understanding and execution of customer experience strategies.