Learn about ideas for successful recruitment.
- So now, after all this talk about shrinkage,…we can go back to our calculations.…Let's review what we've gathered so far.…Contact volume.…Broken out by interval, day, week, month, and yearly totals.…Total time of all contact workload, based on contact volume.…Average handle time of all contacts per channel,…so our talk, plus work, plus hold time.…Our workload staff hours, total for the entire time frame.…
Our shrinkage hours total and/or your shrinkage percentage,…subtracted from total hours,…and then the final step.…Take the workload hours required,…and divide that by the workload hours available,…to give you the rough number of staff that you need.…Focusing on workload data for contacts and staff,…calculating shrinkage, availability, and occupancy.…Balance with service level requirements and targets…will start the process of understanding what it…takes to staff your service desk.…
Using this methodology, we'll help you have the data tools…required for input, into workforce management tools,…whether that is a spreadsheet or…
- What is a service desk?
- Understanding the different service desk models
- Staffing the service desk
- Training staff
- Mentoring and coaching
- Defining processes
- Reviewing technology, including telephony and management systems
- Measuring quality
- Building relationships
Skill Level Intermediate
1. What Is a Service Desk?
2. Service Desk: The People
3. Service Desk: The Processes
4. Service Desk: The Technology
5. Service Desk Quality
6. Building Relationships
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