Customer Engagement

Thursday, April 20, 2023

10:42 AM
 
FUNCTIONS BU Scope of Status Reporting         Regular    
((Scheduling, Functions Requirements Cadences
Capacity
Planning,
RTM, Adhoc,
etc))

        Daily Weekly Monthly Quarterly Annual Intervals Daily W

Capacity Contact Capacity Existing     Bi Weekly        

Planning and Center, HC Planning and (Friday)
Forecasting Forecasting

Capacity Contact Perform Existing                

Planning and Center, HC Forecast(s)
Forecasting Short Range
Medium
Range
Long Range

Capacity Contact Bi-Monthly Existing                

Planning and Center, HC Cadence
Forecasting

Capacity Contact Quarterly Existing                

Planning and Center, HC Cadence
Forecasting

Scheduling Contact Scheduling: Existing                

Center, HC NH, Upskill
Trainings,
Coaching
(Classroom &
Nesting), QA
Calibration

Scheduling Contact Scheduling: Existing                

Center, HC PTO (Leave)
Validation
and Process
Schedule
Change

Scheduling Contact Scheduling: Existing                

Center, HC Shift Bid

Scheduling Contact Scheduling: Existing   Wednesday            

Center, HC Weekly
Scheduling
Interval Plan
Cadence

Scheduling Contact SLA Recovery     Wednesday            

 Center, HC Plan

RTM Contact Reporting: Existing                

Center, HC Inbound AHT
Daily Report

RTM Customer Reporting: Existing   Monday            

Engagemen Productivity the
t following
week

RTM Customer Reporting: Existing   Monday            

Engagemen Schedule the
t Conformance following
week

RTM Contact Reporting: For                

Center, HC End of Day Initiation
Intraday
Report
(Inbound)

RTM Contact Reporting: Existing   Tuesday            

Center, HC SparX Metrics
Report

RTM Customer BCP: Existing                

Engagemen Defensive
t Readiness
Condition

RTM Contact Ops Overtime For                

Center, HC Management Initiation

RTM Contact Traffic Existing                

Center Control:
Provide
guidance on
Queue
Management,
Skill, Call
Routing

RTM Customer SPAM, SILOG Existing                

Engagemen
t