2:Three Consulting

It's all too easy to forget that we get out of something what we put into it. WFM software is no different. Three quick tips when going through a WFM system training 1) Be Present: close your email and chat. Act as if those communications would be the same as if someone came running into a training room just to talk to you over the whole class. If it's so important that it can't wait, then maybe you shouldn't be at the training at all. 2) Be Open-Minded: don't just try and force your current processes into the new software. Instead, consider how your workflows and logic can change now that you've got new features (or lost features). Don't try and push a round peg through a square hole. 3) Ask Questions: don't assume you understand everything perfectly or that you'll be able to easily figure it out later. In the training try to create the different containers and rules. Ask clarifying questions. Make sure you mine the knowledge of your trainer for all that they have. Bottom line - don't blame the system when you're not ready to be engaged in the training. #WFM #training #software #learning #growthmindset

When RTA is reduced down to simply order takers for schedule adherence you've completely missed the point. Their ability to be the eyes and ears of an organization is SO often missed. Use RTA to inform WFM how they might need to adjust their shrinkage forecast. Use RTA to inform training which interaction types need a refresher. Use RTA to inform operations which metrics needs to be adjusted or focused on. RTA is way too valuable to simply become the team that updates schedules real-time. Don't waste their talent and knowledge! #WFM #RTA #Operations #metrics

When your boss starts paying attention to the shrinkage numbers you've been warning them about for the past 6 months... "Yes boss, it really is that bad. And the worst part is that operations is still complaining about why people can't have off Monday mornings." #WFM #Shrinkage #sometimesithurts

Some people don't understand the value of workforce management, and how it can benefit organizations. So I put together this quick document that quickly hits on 4 groups the benefit from WFM. Who else would you add to the list and how does WFM benefit them? #workforcemanagement #quicktips #improvingCX #EmployeeEngagement

Step 1 - Have a WFM team Step 2 - Have WFM forecast volume and service level Step 3 - Listen and take action based upon WFM's forecast Knowing that today is going to suck is not enough. We (WFM and the ops team) have to keep the customer in mind and move what we can to protect the CX. This might mean working with marketing to adjust their campaign, working with L&D to move trainings, or working with agents to change their schedules. Predicting 30% service levels and then being right about it isn't a win because the customers still lose.

Today is the last day of my vacation, tomorrow we head home for the states and then I start back up at the new job. I don't know about you but I always have mixed feelings wrapping up a vacation. +I'm ready for retirement and can't wait to travel the world with my family. -I'm nervous about that work waiting for me when I get back. +I'm ready to get back to make money... vacations are expensive!! -At least three times I had a sense of dread because of the emails I've seen come through and the direction I owe my team when I get back. +Definitely missing my bed and dogs. ...did I say that I'm ready for retirement??! Oh well, enjoy the moment, appreciate what I have, center myself in these special times, and make as many memories as possible. #personalpost #vacation #travel

Final post on the key characteristics I look for in WFM professionals +Collaboration +Curiosity +Chaos +Kindness You might say that kindness isn't a uniquely WFM skill. That a WFM professional can still be effective and impactful without necessarily being kind. Well you might say that, but I disagree. For me kindness is actually the thread through the other three characteristics that allow them to be impactful. Collaboration without kindness is likely to come across as self-centered and agenda driven. Without kindness it's difficult to have a sympathetic or empathetic connection to the teams around you. "Why did you do that?" can be a start to a great conversation when centered in kindness. Absent of kindness it sounds like you're about to come down on someone and you think they're an idiot. Can you be effective in chaos without kindness? Yes. Will people want to be around you during that chaos if you aren't kind? No. Let's put it this way, who would you rather work with on a project? 1 - Greg, who is always a high performer and kills his projects but he's also the biggest ass and problem maker in the company. 2 - Stacy, who continually struggles with her job, often forgets how to log into the system, but consistently has a positive attitude, connects with others well, and sometimes brings cupcakes to work. Me, I'll be pick Stacy every day! I realize this is LinkedIn and that we're supposed to have these super business-y posts all about careers, professional growth, (insert topic here), and I can see how a post about kindness may fall a bit flat. But from my perspective kindness is often the overlooked superpower of so many successful people. That's why I look for kindness in the people I want on my team. #WFM #teambuilding #kindness #DontBeAGreg

Centrical will be the ONLY AI company at Customer Contact Week this year. I had to fight tooth and nail to get this truth out there. A lot of research went into this video, but it's conclusion is undeniable...

After 6 long months I'm happy to announce that today I am starting my next full-time role with Northwell Health as their Director of Digital Product Management!! I have a ton to say but I have to start with "Thank You!" I could not have made it through this season without so many of you in my network. Whether it was passing roles on to me, referring me, checking-in to see how I was doing, or just giving me an encouraging word. I was consistently humbled by just how thoughtful and caring my network is. I know I'm going to accidentally forget some people but I can't possibly make this post without a special call out to these people: Jakob Mattice Shawn McCormick Nate Brown ??Ron Dutta Claudia Wynter You all have invested more in me than I deserve or could ever repay. Thank you for your kindness and support. It has meant he world to me! Second, does this mean that I'm giving up on my consulting? Absolutely not! In fact, I am excited to see how this role can help me provide an even better service for my clients. I honestly fell into consulting and I've been very grateful for the opportunities I've had so far. My plan is to continue consulting on the side while building out some new PM skills with Northwell. Lastly, I am so excited for this role as it's a bit of a career pivot for me. Holly Koehler is giving me a chance to build out some new skills and flex some new muscles and I'm so grateful! She's built an amazing team and Northwell PSA is already doing great things and together we're going to go to new heights! #newstart #removingthegreenbanner #productmanagement #WFM