Adherence measures how closely agents stick to their scheduled shift patterns. Deviations from schedules, even by a single agent, can negatively impact service levels. A simulation showed that when 37 agents were scheduled but only 36 agents adhered to their schedules, the service level dropped by 4.5% and wait times increased. Further deviations compounded the problems, highlighting the importance of accurate adherence to meeting service level targets.
The document discusses the importance of agent adherence to shift patterns in contact centers. It uses a simulation to show how even minor non-adherence, like one agent taking a longer break, can significantly decrease service levels from 90% to 25%. The simulation also shows that overstaffing does not necessarily improve service levels and that adherence is critical to meeting customer demand throughout the day. The key message is that accurate adherence to scheduled shift times is essential for providing good customer service and avoiding unnecessary pressure on agents.
Adherence measures how closely agents stick to their scheduled shift patterns. Deviations from schedules, even by a single agent, can negatively impact service levels. A simulation showed that when 37 agents were scheduled but only 36 agents adhered to their schedules, the service level dropped by 4.5% and wait times increased. Further deviations compounded the problems, highlighting the importance of accurate adherence to meeting service level targets.
Este documento descreve um estudo sobre a prevalência de rinite em estudantes de medicina da Universidade Anhanguera-UNIDERP e seu respectivo tratamento. O objetivo foi identificar a prevalência de rinite nestes estudantes, avaliar seu conhecimento sobre tratamento e adesão ao mesmo. Foi realizado um questionário com 848 alunos para avaliar esses pontos e os dados foram analisados estatisticamente.
A rinite alérgica é uma gripe crônica causada por alergênias como ácaros, pó e produtos de limpeza, podendo causar dor de cabeça, irritação no nariz e espirros pela manhã.
A rinite é uma doença inflamatória das mucosas do nariz que pode ser alérgica ou não alérgica, tendo sintomas semelhantes em ambos os casos. Ela é causada por infecções ou alérgenos como ácaros e pode apresentar sintomas como corrimento e entupimento nasal. Seus tipos incluem a rinite irritativa, medicamentosa, vasomotora e alérgica. O tratamento e prevenção variam de acordo com o tipo.
A imunoterapia manipula o sistema imune para tratar indivíduos imunodeprimidos, doenças autoimunes e combater o câncer e infecções. Os imunodepressores bloqueiam a cascata de sinalização celular e o TNF-α para tratar a artrite. A citocinoterapia usa interferon para tratar hepatite C, mas tem efeitos variáveis. A imunoterapia do câncer usa linfócitos citotóxicos e células NK para combater células tumorais, e anticorpos mono
The document discusses the importance of agent adherence to shift patterns in contact centers. It uses a simulation to show how even minor non-adherence, like one agent taking a longer break, can significantly decrease service levels from 90% to 25%. The simulation also shows that overstaffing does not necessarily improve service levels and that adherence is critical to meeting customer demand throughout the day. The key message is that accurate adherence to scheduled shift times is essential for providing good customer service and avoiding unnecessary pressure on agents.
Adherence measures how closely agents stick to their scheduled shift patterns. Deviations from schedules, even by a single agent, can negatively impact service levels. A simulation showed that when 37 agents were scheduled but only 36 agents adhered to their schedules, the service level dropped by 4.5% and wait times increased. Further deviations compounded the problems, highlighting the importance of accurate adherence to meeting service level targets.
Este documento descreve um estudo sobre a prevalência de rinite em estudantes de medicina da Universidade Anhanguera-UNIDERP e seu respectivo tratamento. O objetivo foi identificar a prevalência de rinite nestes estudantes, avaliar seu conhecimento sobre tratamento e adesão ao mesmo. Foi realizado um questionário com 848 alunos para avaliar esses pontos e os dados foram analisados estatisticamente.
A rinite alérgica é uma gripe crônica causada por alergênias como ácaros, pó e produtos de limpeza, podendo causar dor de cabeça, irritação no nariz e espirros pela manhã.
A rinite é uma doença inflamatória das mucosas do nariz que pode ser alérgica ou não alérgica, tendo sintomas semelhantes em ambos os casos. Ela é causada por infecções ou alérgenos como ácaros e pode apresentar sintomas como corrimento e entupimento nasal. Seus tipos incluem a rinite irritativa, medicamentosa, vasomotora e alérgica. O tratamento e prevenção variam de acordo com o tipo.
A imunoterapia manipula o sistema imune para tratar indivíduos imunodeprimidos, doenças autoimunes e combater o câncer e infecções. Os imunodepressores bloqueiam a cascata de sinalização celular e o TNF-α para tratar a artrite. A citocinoterapia usa interferon para tratar hepatite C, mas tem efeitos variáveis. A imunoterapia do câncer usa linfócitos citotóxicos e células NK para combater células tumorais, e anticorpos mono
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Discover timeless style with the 2022 Vintage Roman Numerals Men's Ring. Crafted from premium stainless steel, this 6mm wide ring embodies elegance and durability. Perfect as a gift, it seamlessly blends classic Roman numeral detailing with modern sophistication, making it an ideal accessory for any occasion.
https://rb.gy/usj1a2
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfthesiliconleaders
In the recent edition, The 10 Most Influential Leaders Guiding Corporate Evolution, 2024, The Silicon Leaders magazine gladly features Dejan Štancer, President of the Global Chamber of Business Leaders (GCBL), along with other leaders.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
Structural Design Process: Step-by-Step Guide for BuildingsChandresh Chudasama
The structural design process is explained: Follow our step-by-step guide to understand building design intricacies and ensure structural integrity. Learn how to build wonderful buildings with the help of our detailed information. Learn how to create structures with durability and reliability and also gain insights on ways of managing structures.
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...my Pandit
Explore the fascinating world of the Gemini Zodiac Sign. Discover the unique personality traits, key dates, and horoscope insights of Gemini individuals. Learn how their sociable, communicative nature and boundless curiosity make them the dynamic explorers of the zodiac. Dive into the duality of the Gemini sign and understand their intellectual and adventurous spirit.
buy old yahoo accounts buy yahoo accountsSusan Laney
As a business owner, I understand the importance of having a strong online presence and leveraging various digital platforms to reach and engage with your target audience. One often overlooked yet highly valuable asset in this regard is the humble Yahoo account. While many may perceive Yahoo as a relic of the past, the truth is that these accounts still hold immense potential for businesses of all sizes.
2024 State of Marketing Report – by HubspotMarius Sescu
https://www.hubspot.com/state-of-marketing
· Scaling relationships and proving ROI
· Social media is the place for search, sales, and service
· Authentic influencer partnerships fuel brand growth
· The strongest connections happen via call, click, chat, and camera.
· Time saved with AI leads to more creative work
· Seeking: A single source of truth
· TLDR; Get on social, try AI, and align your systems.
· More human marketing, powered by robots
ChatGPT is a revolutionary addition to the world since its introduction in 2022. A big shift in the sector of information gathering and processing happened because of this chatbot. What is the story of ChatGPT? How is the bot responding to prompts and generating contents? Swipe through these slides prepared by Expeed Software, a web development company regarding the development and technical intricacies of ChatGPT!
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Discover timeless style with the 2022 Vintage Roman Numerals Men's Ring. Crafted from premium stainless steel, this 6mm wide ring embodies elegance and durability. Perfect as a gift, it seamlessly blends classic Roman numeral detailing with modern sophistication, making it an ideal accessory for any occasion.
https://rb.gy/usj1a2
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfthesiliconleaders
In the recent edition, The 10 Most Influential Leaders Guiding Corporate Evolution, 2024, The Silicon Leaders magazine gladly features Dejan Štancer, President of the Global Chamber of Business Leaders (GCBL), along with other leaders.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
Structural Design Process: Step-by-Step Guide for BuildingsChandresh Chudasama
The structural design process is explained: Follow our step-by-step guide to understand building design intricacies and ensure structural integrity. Learn how to build wonderful buildings with the help of our detailed information. Learn how to create structures with durability and reliability and also gain insights on ways of managing structures.
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...my Pandit
Explore the fascinating world of the Gemini Zodiac Sign. Discover the unique personality traits, key dates, and horoscope insights of Gemini individuals. Learn how their sociable, communicative nature and boundless curiosity make them the dynamic explorers of the zodiac. Dive into the duality of the Gemini sign and understand their intellectual and adventurous spirit.
buy old yahoo accounts buy yahoo accountsSusan Laney
As a business owner, I understand the importance of having a strong online presence and leveraging various digital platforms to reach and engage with your target audience. One often overlooked yet highly valuable asset in this regard is the humble Yahoo account. While many may perceive Yahoo as a relic of the past, the truth is that these accounts still hold immense potential for businesses of all sizes.
2024 State of Marketing Report – by HubspotMarius Sescu
https://www.hubspot.com/state-of-marketing
· Scaling relationships and proving ROI
· Social media is the place for search, sales, and service
· Authentic influencer partnerships fuel brand growth
· The strongest connections happen via call, click, chat, and camera.
· Time saved with AI leads to more creative work
· Seeking: A single source of truth
· TLDR; Get on social, try AI, and align your systems.
· More human marketing, powered by robots
ChatGPT is a revolutionary addition to the world since its introduction in 2022. A big shift in the sector of information gathering and processing happened because of this chatbot. What is the story of ChatGPT? How is the bot responding to prompts and generating contents? Swipe through these slides prepared by Expeed Software, a web development company regarding the development and technical intricacies of ChatGPT!
Product Design Trends in 2024 | Teenage EngineeringsPixeldarts
The realm of product design is a constantly changing environment where technology and style intersect. Every year introduces fresh challenges and exciting trends that mold the future of this captivating art form. In this piece, we delve into the significant trends set to influence the look and functionality of product design in the year 2024.
How Race, Age and Gender Shape Attitudes Towards Mental HealthThinkNow
Mental health has been in the news quite a bit lately. Dozens of U.S. states are currently suing Meta for contributing to the youth mental health crisis by inserting addictive features into their products, while the U.S. Surgeon General is touring the nation to bring awareness to the growing epidemic of loneliness and isolation. The country has endured periods of low national morale, such as in the 1970s when high inflation and the energy crisis worsened public sentiment following the Vietnam War. The current mood, however, feels different. Gallup recently reported that national mental health is at an all-time low, with few bright spots to lift spirits.
To better understand how Americans are feeling and their attitudes towards mental health in general, ThinkNow conducted a nationally representative quantitative survey of 1,500 respondents and found some interesting differences among ethnic, age and gender groups.
Technology
For example, 52% agree that technology and social media have a negative impact on mental health, but when broken out by race, 61% of Whites felt technology had a negative effect, and only 48% of Hispanics thought it did.
While technology has helped us keep in touch with friends and family in faraway places, it appears to have degraded our ability to connect in person. Staying connected online is a double-edged sword since the same news feed that brings us pictures of the grandkids and fluffy kittens also feeds us news about the wars in Israel and Ukraine, the dysfunction in Washington, the latest mass shooting and the climate crisis.
Hispanics may have a built-in defense against the isolation technology breeds, owing to their large, multigenerational households, strong social support systems, and tendency to use social media to stay connected with relatives abroad.
Age and Gender
When asked how individuals rate their mental health, men rate it higher than women by 11 percentage points, and Baby Boomers rank it highest at 83%, saying it’s good or excellent vs. 57% of Gen Z saying the same.
Gen Z spends the most amount of time on social media, so the notion that social media negatively affects mental health appears to be correlated. Unfortunately, Gen Z is also the generation that’s least comfortable discussing mental health concerns with healthcare professionals. Only 40% of them state they’re comfortable discussing their issues with a professional compared to 60% of Millennials and 65% of Boomers.
Race Affects Attitudes
As seen in previous research conducted by ThinkNow, Asian Americans lag other groups when it comes to awareness of mental health issues. Twenty-four percent of Asian Americans believe that having a mental health issue is a sign of weakness compared to the 16% average for all groups. Asians are also considerably less likely to be aware of mental health services in their communities (42% vs. 55%) and most likely to seek out information on social media (51% vs. 35%).
AI Trends in Creative Operations 2024 by Artwork Flow.pdfmarketingartwork
Creative operations teams expect increased AI use in 2024. Currently, over half of tasks are not AI-enabled, but this is expected to decrease in the coming year. ChatGPT is the most popular AI tool currently. Business leaders are more actively exploring AI benefits than individual contributors. Most respondents do not believe AI will impact workforce size in 2024. However, some inhibitions still exist around AI accuracy and lack of understanding. Creatives primarily want to use AI to save time on mundane tasks and boost productivity.
Organizational culture includes values, norms, systems, symbols, language, assumptions, beliefs, and habits that influence employee behaviors and how people interpret those behaviors. It is important because culture can help or hinder a company's success. Some key aspects of Netflix's culture that help it achieve results include hiring smartly so every position has stars, focusing on attitude over just aptitude, and having a strict policy against peacocks, whiners, and jerks.
PEPSICO Presentation to CAGNY Conference Feb 2024Neil Kimberley
PepsiCo provided a safe harbor statement noting that any forward-looking statements are based on currently available information and are subject to risks and uncertainties. It also provided information on non-GAAP measures and directing readers to its website for disclosure and reconciliation. The document then discussed PepsiCo's business overview, including that it is a global beverage and convenient food company with iconic brands, $91 billion in net revenue in 2023, and nearly $14 billion in core operating profit. It operates through a divisional structure with a focus on local consumers.
Content Methodology: A Best Practices Report (Webinar)contently
This document provides an overview of content methodology best practices. It defines content methodology as establishing objectives, KPIs, and a culture of continuous learning and iteration. An effective methodology focuses on connecting with audiences, creating optimal content, and optimizing processes. It also discusses why a methodology is needed due to the competitive landscape, proliferation of channels, and opportunities for improvement. Components of an effective methodology include defining objectives and KPIs, audience analysis, identifying opportunities, and evaluating resources. The document concludes with recommendations around creating a content plan, testing and optimizing content over 90 days.
How to Prepare For a Successful Job Search for 2024Albert Qian
The document provides guidance on preparing a job search for 2024. It discusses the state of the job market, focusing on growth in AI and healthcare but also continued layoffs. It recommends figuring out what you want to do by researching interests and skills, then conducting informational interviews. The job search should involve building a personal brand on LinkedIn, actively applying to jobs, tailoring resumes and interviews, maintaining job hunting as a habit, and continuing self-improvement. Once hired, the document advises setting new goals and keeping skills and networking active in case of future opportunities.
A report by thenetworkone and Kurio.
The contributing experts and agencies are (in an alphabetical order): Sylwia Rytel, Social Media Supervisor, 180heartbeats + JUNG v MATT (PL), Sharlene Jenner, Vice President - Director of Engagement Strategy, Abelson Taylor (USA), Alex Casanovas, Digital Director, Atrevia (ES), Dora Beilin, Senior Social Strategist, Barrett Hoffher (USA), Min Seo, Campaign Director, Brand New Agency (KR), Deshé M. Gully, Associate Strategist, Day One Agency (USA), Francesca Trevisan, Strategist, Different (IT), Trevor Crossman, CX and Digital Transformation Director; Olivia Hussey, Strategic Planner; Simi Srinarula, Social Media Manager, The Hallway (AUS), James Hebbert, Managing Director, Hylink (CN / UK), Mundy Álvarez, Planning Director; Pedro Rojas, Social Media Manager; Pancho González, CCO, Inbrax (CH), Oana Oprea, Head of Digital Planning, Jam Session Agency (RO), Amy Bottrill, Social Account Director, Launch (UK), Gaby Arriaga, Founder, Leonardo1452 (MX), Shantesh S Row, Creative Director, Liwa (UAE), Rajesh Mehta, Chief Strategy Officer; Dhruv Gaur, Digital Planning Lead; Leonie Mergulhao, Account Supervisor - Social Media & PR, Medulla (IN), Aurelija Plioplytė, Head of Digital & Social, Not Perfect (LI), Daiana Khaidargaliyeva, Account Manager, Osaka Labs (UK / USA), Stefanie Söhnchen, Vice President Digital, PIABO Communications (DE), Elisabeth Winiartati, Managing Consultant, Head of Global Integrated Communications; Lydia Aprina, Account Manager, Integrated Marketing and Communications; Nita Prabowo, Account Manager, Integrated Marketing and Communications; Okhi, Web Developer, PNTR Group (ID), Kei Obusan, Insights Director; Daffi Ranandi, Insights Manager, Radarr (SG), Gautam Reghunath, Co-founder & CEO, Talented (IN), Donagh Humphreys, Head of Social and Digital Innovation, THINKHOUSE (IRE), Sarah Yim, Strategy Director, Zulu Alpha Kilo (CA).
Trends In Paid Search: Navigating The Digital Landscape In 2024Search Engine Journal
The search marketing landscape is evolving rapidly with new technologies, and professionals, like you, rely on innovative paid search strategies to meet changing demands.
It’s important that you’re ready to implement new strategies in 2024.
Check this out and learn the top trends in paid search advertising that are expected to gain traction, so you can drive higher ROI more efficiently in 2024.
You’ll learn:
- The latest trends in AI and automation, and what this means for an evolving paid search ecosystem.
- New developments in privacy and data regulation.
- Emerging ad formats that are expected to make an impact next year.
Watch Sreekant Lanka from iQuanti and Irina Klein from OneMain Financial as they dive into the future of paid search and explore the trends, strategies, and technologies that will shape the search marketing landscape.
If you’re looking to assess your paid search strategy and design an industry-aligned plan for 2024, then this webinar is for you.
5 Public speaking tips from TED - Visualized summarySpeakerHub
From their humble beginnings in 1984, TED has grown into the world’s most powerful amplifier for speakers and thought-leaders to share their ideas. They have over 2,400 filmed talks (not including the 30,000+ TEDx videos) freely available online, and have hosted over 17,500 events around the world.
With over one billion views in a year, it’s no wonder that so many speakers are looking to TED for ideas on how to share their message more effectively.
The article “5 Public-Speaking Tips TED Gives Its Speakers”, by Carmine Gallo for Forbes, gives speakers five practical ways to connect with their audience, and effectively share their ideas on stage.
Whether you are gearing up to get on a TED stage yourself, or just want to master the skills that so many of their speakers possess, these tips and quotes from Chris Anderson, the TED Talks Curator, will encourage you to make the most impactful impression on your audience.
See the full article and more summaries like this on SpeakerHub here: https://speakerhub.com/blog/5-presentation-tips-ted-gives-its-speakers
See the original article on Forbes here:
http://www.forbes.com/forbes/welcome/?toURL=http://www.forbes.com/sites/carminegallo/2016/05/06/5-public-speaking-tips-ted-gives-its-speakers/&refURL=&referrer=#5c07a8221d9b
ChatGPT and the Future of Work - Clark Boyd Clark Boyd
Everyone is in agreement that ChatGPT (and other generative AI tools) will shape the future of work. Yet there is little consensus on exactly how, when, and to what extent this technology will change our world.
Businesses that extract maximum value from ChatGPT will use it as a collaborative tool for everything from brainstorming to technical maintenance.
For individuals, now is the time to pinpoint the skills the future professional will need to thrive in the AI age.
Check out this presentation to understand what ChatGPT is, how it will shape the future of work, and how you can prepare to take advantage.
The document provides career advice for getting into the tech field, including:
- Doing projects and internships in college to build a portfolio.
- Learning about different roles and technologies through industry research.
- Contributing to open source projects to build experience and network.
- Developing a personal brand through a website and social media presence.
- Networking through events, communities, and finding a mentor.
- Practicing interviews through mock interviews and whiteboarding coding questions.
Google's Just Not That Into You: Understanding Core Updates & Search IntentLily Ray
1. Core updates from Google periodically change how its algorithms assess and rank websites and pages. This can impact rankings through shifts in user intent, site quality issues being caught up to, world events influencing queries, and overhauls to search like the E-A-T framework.
2. There are many possible user intents beyond just transactional, navigational and informational. Identifying intent shifts is important during core updates. Sites may need to optimize for new intents through different content types and sections.
3. Responding effectively to core updates requires analyzing "before and after" data to understand changes, identifying new intents or page types, and ensuring content matches appropriate intents across video, images, knowledge graphs and more.
A brief introduction to DataScience with explaining of the concepts, algorithms, machine learning, supervised and unsupervised learning, clustering, statistics, data preprocessing, real-world applications etc.
It's part of a Data Science Corner Campaign where I will be discussing the fundamentals of DataScience, AIML, Statistics etc.
Time Management & Productivity - Best PracticesVit Horky
Here's my presentation on by proven best practices how to manage your work time effectively and how to improve your productivity. It includes practical tips and how to use tools such as Slack, Google Apps, Hubspot, Google Calendar, Gmail and others.
The six step guide to practical project managementMindGenius
The six step guide to practical project management
If you think managing projects is too difficult, think again.
We’ve stripped back project management processes to the
basics – to make it quicker and easier, without sacrificing
the vital ingredients for success.
“If you’re looking for some real-world guidance, then The Six Step Guide to Practical Project Management will help.”
Dr Andrew Makar, Tactical Project Management
2. What is Adherence?
• Adherence is a measure of how closely agents stick or “adhere” to their shift patterns
• It measures both how long agents spend in on-phone / off-phone activities and when they
spend that time
• It does this by comparing the information from the agents shift schedules with the information
from the ACD
• When we accurately predict the volume of calls coming in and prepare shift patterns to meet
that volume then adherence can have a huge effect on our service levels
• In resource planning we forecast the number of calls that we expect each section to receive in
every 15 minute period of the day
• We add in the average transaction time and forecast the number of Agents required to
answer the calls and hit the service levels
• How does this translate to what actually happens on the day……….?
• I have used a simulation programme to accurately show what happens when adherence goes
wrong
3. Scenario
We are going to look at one hour of a contact centre operation 10am - 11am
CSA's Required
40 CSA's Provided
35
30
For each 15-min period we
25
20
predicted that we needed 37
15
Agents in order to hit the service
10
level of 90% in 20 secs
5
0
10:00 - 10:15
10:15 - 10:30
10:30 - 10:45
10:45 - 11:00
The shifts have been issued out to all, they include breaks, lunches, Team meetings etc
to leave 37 Agents on the phones across the hour
We will look at each 15-min interval in turn to look at the effect of adherence on Service
levels
4. Resulting
With 37 agents in a 90.3%
Service
During the period there is, on average, no more than
level
one call in the queue at any time and customers, on
average, wait less than 7 seconds to be answered
On average, during
We received the period 30 Agents
We are On average 7 will be
90 calls at (blue) will be dealing
trying to hit in available (yellow)
300 secs per with a call
90% in 20
call
All Agents will spend 18.9% of
the 15min period in available
The above example will show the first fifteen minute period.
Each period is identical in that we will receive 90 calls. The average transaction time
is 300 seconds (5 mins) and we are trying to answer 90% of all calls in 20 seconds
So how did we do………?
5. This is an example of what should happen.
Resulting
With 37 agents in a 90.3%
The customer is happy as their call is being answered in a Service
During the period there is, on average, no more than
level
reasonable time
one call in the queue at any time and customers, on
average, wait less than 7 seconds to be answered
The Agents are happy as they are not under severe pressure
The business is happy as this scenario puts us in the best
place to achieve our service levels and greater Customer
Satisfaction
Overall we answered 30 during of calls in 20 seconds
We received
On average,
the period 90.3%
Agents
We are On average 7 will be
90 calls at (blue) will be dealing
trying to hit in available (yellow)
Let’s see what happened in the next 15-min interval
300 secs per 90% in 20
with a call
call
All Agents will spend 18.9% of
the 15min period in available
The above example will show the first fifteen minute period.
Each period is identical in that we will receive 90 calls. The average transaction time
is 300 seconds (5 mins) and we are trying to answer 90% of all calls in 20 seconds
So how did we do………?
6. The Service
Now with only 36 agents level has
dropped 4.5%
The average queue size is now over 1 and the average
to 85.8%
wait time has increased by 3 seconds to 10 seconds
per customer
On average during
the period 30 Agents
(blue) will be dealing On average 6 will be
with a call in available (yellow)
Availability has dropped 2%
to 16.7%
One of the Agents takes an extra 15mins on their break so that they can chat with a
friend. They don’t imagine that it will matter much as things don’t look that busy
So what is the impact if any………?
7. The Service
So even thewith only 36 agents just one Agent can have a huge effect
Now removal of level has
on our service levels
The average queue size is now over 1 and the average
dropped 4.5%
to 85.8%
wait time has increased by 3 seconds to 10 seconds
per customer
Customers have to wait longer to be answered
The remaining staff are under more pressure as they work
harder to make up for the absence of their colleague
85.8% of calls were answered in 20 seconds in this period.
On average during
Overall so far in the hour the service level is now 87.8%
the period 30 Agents
(blue) will be dealing On average 6 will be
with a call in available (yellow)
Now on to the third period
Availability has dropped 2%
to 16.7%
One of the Agents takes an extra 15mins on their break so that they can chat with a
friend. They don’t imagine that it will matter much as things don’t look that busy
So what is the impact if any………?
8. Now with only 31 agents The Service
level has
The average queue size is now 24 calls (which will dropped 62.5%
increase the Abandonment rate) and the average wait to 25.3%!
time has increased by 232 secs (nearly 4 mins)!
On average, during
the period 30 Agents
(blue) will be dealing On average only 1 will
with a call be in available
(yellow)
Availability has dropped 15%
to 3.2%!
At this point one of the Team leaders decides to bring forward their team’s planned
30-min meeting to 10:30 (it was originally planned for 10:45 to coincide with the
arrival of 6 further Agents starting their shifts)
What does this scenario show us………?
9. The effect on the office is devastating
Now with only 31 agents The Service
level has
The average queue size is now 24 calls (which will dropped 62.5%
Customers are now waiting almost 4 minutes to be answered
increase the Abandonment rate) and the average wait to 25.3%!
time has increased by 232 secs (nearly 4 mins)!
This will actually increase the number of incoming calls as
customers try to get through, abandon and then try again
later
Agents are taking one call after another almost
On average, during
constantly, increasing the pressure they’re under
the period 30 Agents
(blue) will be dealing On average only 1 will
with a call be in available
This is not an environment to achieve greater Customer
(yellow)
Satisfaction
Availability has dropped 15%
25.3% of calls were answered in 20 secs. Overall so far in the to 3.2%!
hour the service level is now 67%
At this point one of the Team leaders decides to bring forward their team’s planned
And now the final 15-min period
30-min meeting to 10:30 (it was originally planned for 10:45 to coincide with the
arrival of 6 further Agents starting their shifts)
What does this scenario show us………?
10. Now with 43 agents The Service
level has risen
The average queue size is now zero, meaning that each 76% to 99.3%!
customer is answered almost immediately as the
average wait time is less than a second
On average, during
the period 30 Agents
(blue) will be dealing On average 13 Agents
with a call will be in available
(yellow)
Availability has risen to over
30%!
The T/L realises that the office is under pressure and quickly concludes the Team
meeting. They assume that as they are now back on the phones and have the
addition of 6 Agents just starting their shift that the situation will be recovered soon
Were they right………?
11. Being 6 Agents agents
Now with 43 overstaffed adds only 9.3% to the service The Service
level has risen
level where takingeach
The average queue size is now zero, meaning that 6 away loses 65%! 76% to 99.3%!
customer is answered almost immediately as the
Customers are being answered quicker but this is virtually
average wait time is less than a second
undetectable by the customer
30% availability looks attractive but this often produces the
“drag” factor as Agents don’t feel busy enough, call times
increaseaverage,we can actually be providing an inferior service
On and during
the period 30 Agents
(blue) will be dealing On average 13 Agents
This is wasted resource as we could hit our service levels
with a call will be in available
(yellow)
with 37 Agents
Although the Service level in this period isAvailability has risen to over
99.3% the overall
30%!
service level for the hour is 75%.
The T/L realises that the office is under pressure and quickly concludes the Team
meeting. They assume that as they are now back on the phones and have the
addition of 6 Agents just starting their shift that the situation will be recovered soon
Were they right………?
12. Summary
Overall in this hour we achieved 75% Service Level when we predicted that 90% was
attainable
In overall adherence terms we had only 15-mins extra off-phone activity than was
planned (the Agent who went over on their break)
Though the last 15-minute period helped improve the service level we would need to
repeat this performance for the next 2 hours to get back to 90% in 20 overall!
This shows the importance, not only of overall adherence (taking the correct amount of
time) but accuracy as well (sticking to the time of the day)
13. Things to consider!
We try to match the number of Agents required to the number of Agents shifted in for
every 15-min interval
Even the removal of 1 Agent has an effect on service levels
The removal of more than 1 Agent can have a potentially devastating effect
It is not possible to “fix” it by putting the Agents back or by overstaffing, the damage may
have been already done
Lack of adherence damages the service to our customers and the work of our colleagues