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Questions marked with an * are required Exit Survey
 
 
* Email Address
   
 
 
 
* What is your role?
 
WFM Specialist
 
WFM Manager/Senior Manager
 
WFM Director
 
Operations Manager/Team Lead
 
Operations Director
 
Other
 
 
 
 
* How would you rate your knowledge and understanding of workforce management?
 
1 (Low Knowledge)
 
2
 
3 (Average Knowledge)
 
4
 
5 (Expert Knowledge)
 
 
 
* How large is your call center team?
 
Less than 100 seats
 
101-500 seats
 
501-1,000 seats
 
1,001 – 5,000 seats
 
More than 5001 seats
 
 
 
* Your organization involved in:
 
Outbound calls
 
Inbound calls
 
Back-office

 
 
 
* What challenges do you face? Choose your top 3.
 
Clients who expect the impossible
 
Bad schedules from WFM
 
Ops won’t take breaks at set times
 
WFM and Ops don’t work together well
 
Senior leadership don’t understand WFM
 
Schedules change without notice
 
We spend too much time producing manual reports
 
There is too much data entry from one system to another
 
Agents ignore WFM instructions
 
TLs ignore WFM instructions
 
Other
 

 
 
 
* Below are topics that we will cover in Validating WFM Fundamentals. Please note which would be most important to you.
 
The unique challenges faced by WFM and Operational teams in the Philippines.
 
What most books teach about WFM and the common reasons why companies fail when trying to implement the theory.
 
Understanding the different WFM models and which applies to your company or account.
 
Why reporting is important and the common mistakes that companies make when it comes to reporting.
 
The importance of and how to gain an understanding of the contractual and financial drivers of your project.
 
Finding ways to generate extra revenue or reduce costs within the parameters of your existing contracts.
 
How to use your real time management activities to drive real results in your accounts.
 
The difference between proper forecasting and just plain guessing.
 
The evolving needs of management and clients for accounts in Philippines.
 
Establishing and benchmarking strategies to drive success.
 
Sanity checking assumptions and operational performance.
 
How creating stories around the performance in your organization can drive change.
 
Capacity planning as an integral part of the facilities management, recruitment, training and operational process.

 
 
 
* Do you have other colleagues or friends that you want to invite to this seminar?