The decision to trying something completely different is not an easy one. To paraphrase one of President Kennedy’s greatest speeches, “All great and honorable actions are accompanied with great difficulty…we choose to go to the moon not because it is easy, but because it is hard.”
Its an inspiring speech and I hope it inspires you to genuinely explore something that may seem as impossible to you today, as a voyage to the moon likely seemed in 1962.
Your call center can rocket to levels of productivity, service levels, customer satisfaction, revenue, growth and profitability. You can achieve the real efficiencies that have eluded call centers for the past 30 years.
All of these things are possible just by scheduling to a new, truthful forecast.
Is that hard to believe? Yes. But only if one believe that the past 30 years of WFM forecasts have been truthful. Most do believe that. There-in lies their challenge.
As a visitor to the SCO web site, you have had the opportunity to study the learning videos. You now understand the modern facts about the WFM industry. For three decades it has limited your success with its reliance on data that has never been true.
Now you are ready to start your discovery of the new technology that will change your call center forever. That technology is the first truthful forecast. Welcome to SCO.
Switching to an SCO forecast is easy. You keep using the same WFM solution as you have always used. Just schedule to the SCO forecast.
For so many years you have been taught to plan according to rules that limit your success. The next three articles are designed to help you see those old rules, in a new light — from perspectives that are external to the call center industry.
At first glance you might think the articles are about vacations, card games and water sports. They are not. These articles will free your heart and soul to move beyond the rules that need to be broken.