intraday
MANAGEMENT
Key Focus Areas:
This training provides the skills needed to be an effective Intraday Analyst—the person who acts as the "air traffic controller" for the contact center. It centers on the proprietary ACT Intraday Framework.
Real-Time Metrics Mastery: Deep dive into key intraday metrics, including Service Level (SL), Answered within X seconds, Average Handle Time (AHT) adherence, Occupancy, and Real-Time Adherence (RTA).
Tactical Levers and Prioritization: Comprehensive training on the effective use and prioritization of various tactical levers to mitigate risk when demand unexpectedly spikes or staff availability suddenly drops. This includes AHOD (Available Hours Of Day), VTO, OT, mandatory overtime, channel shifting, and reskilling.
Intraday Simulation: Practical, scenario-based training that simulates real-world challenges, requiring participants to make rapid decisions on resource reallocation and lever deployment.
Who Should Enroll:
Intraday Analysts and Coordinators who are on the "front line" managing real-time performance.
Operations Supervisors/Team Leads who need to partner effectively with the Intraday team to manage agent adherence.
WFM Managers who oversee the entire real-time process and need to ensure their team has the necessary skills to prevent daily failures.
By mastering Intraday Management, you gain control over daily operational outcomes, ensuring that the months of planning, forecasting, and scheduling efforts are successfully executed, resulting in consistent service delivery and optimal resource utilization.
COMPLETE THE FORM BELOW TO START YOUR ENROLLMENT!
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