I must now gloat. By following the link to this post, you have agreed to tolerate my gloating. :)
As many of you know, I do workforce management for the tech support division of a computer company (pointless Fight Club reference: "a major one") and we've sucked lately. Quite powerfully, I might add.
I've been doing this for just over a month. I manually built a schedule for February and it resulted in answering 61% of calls within 1min... we're supposed to hit 85%. The schedule for Feb wasn't bad, though... at least compared with previous schedules, so I looked pretty good.
But I got lazy. Very lazy. You see, it took three full days to build that schedule and that's just a lot of work.
So I took a few hours and wrote a program to build the schedule. I didn't, honestly, expect it to do any better than I did manually. I just wanted to get out of three solid days of work each month.
So around rolls March and instead of sucking, or merely being as good as the February schedule, we've been kicking ass. 99.1% of calls in service level yesterday. Today is looking very similar! We didn't hire any more people, and we don't have any fewer calls coming in either!
Each week in Feb, I had to get on a call with head office explaining why we sucked and what we were doing to fix it. Today, I got on that call and sat back and smiled and listend to the big guy at head office say... and I quote: "Wow! Just... Wow!"
I have no choice but to proclaim that today kicks ass.
-Dan
Go Dan!
Dracos
Congrats, man.
Rock on, odin, and may thy rocking continue on for a long, long time.
Cool, man.
Thank god for computer programs, eh? Remind me to learn programming.
Enjoy your hard-earned results!