Philip Stubbs’ Post

Transform Your Forecasting & Planning Capabilities We are here to help you solve tough resource planning problems, to improve the performance of your customer operation. We can help you accelerate progress. 📈 Unlocking Opportunities At Atlantic Insight we have a proven track record, spanning diverse industries, helping organisations transform their proficiency in forecasting & resource planning. Listed below are some of the many projects we have successfully delivered with our partners, helping them deliver excellent customer experience, improve commercial results and boost employee experience: 🟩 Org design and recruitment support, building a planning team to support the customer operations of a digital retailer 🟩 Review and transformation of processes & methods for resource planning of outsourcer resource requirements for a major energy utility, improving outsourcer delivery and service to customers 🟩 Successful implementation of a WFM for a UK outsourcer 🟩 Design & build of forecasting & resource planning model for a bank, increasing CX by elevating service to target levels 🟩 Interim management of resource planning function of UK retailer, protecting revenue by ensuring service levels achieved during peak Christmas trading 🟩 Accurate forecasting of sales demand, based on promotional activity, for household appliance manufacturer/retailer 🟩 Estimating future resource requirement and recruitment planning for the branch network of an insurer 🟩 Implementation of weekly model & processes for planning resource across multiple accounts of an outsourcer with annualised hours as a feature 🟩 Redesign of shift patterns for a travel business - balancing cost, customer experience and employee experience 🌟 Our Forecasting & Planning Services We have a range of services to meet your needs: 1️⃣ Operations Planning Review 2️⃣ Demand Forecasting – Create or Improve 3️⃣ Resource Requirement Estimation 4️⃣ Schedule Optimisation 5️⃣ Effective Resource Planning Improvement 6️⃣ Expert WFM Implementation & Fix 7️⃣ Real-Time Transformation 8️⃣ Support Services Team Development 9️⃣ Budget Submission Support 🗨️ Let's Start a Conversation Do you have opportunities within your operation to boost your forecasting & resource planning capabilities to the next level? If you're grappling with any aspect of forecasting, planning, or real-time processes, Atlantic Insight is here to help. Let's explore how our services can improve your efficiency, customer experience, and employee satisfaction. Reach out to us here on LinkedIn or visit our website at atlanticinsight.com. I regularly share my thoughts on #Forecasting, #ResourcePlanning and #PerformanceImprovement in #CustomerOperations. Please connect with me, click the 🔔 on my profile and select “All”

🔍 Do You Have a Robust System for Tracking Key Financial Metrics and KPIs? Ensuring your business has a reliable system for tracking financial metrics and KPIs is crucial for informed decision-making and sustainable growth. Here are key questions to evaluate your system's effectiveness: 💾 Data: - Quality: Is the data reliable, regularly updated, and easily accessible? - Processes: How do you collect data, and who is responsible? 🎯 KPIs: - Alignment: Are your KPIs aligned with your strategic goals and business objectives? - Evaluation: Do you have a clear method for evaluating targets, such as using RAG status indicators? - Balance: Do your KPIs cover financial performance, operational efficiency, customer satisfaction, and employee engagement? - Impact: Do you have a mix of predictive and lagging indicators to measure future activities and past performance? 📅 Process: - Frequency: How often are your KPIs measured and reported? - Communication: How do you communicate KPI results to stakeholders? - Improvement: Are you regularly reviewing and updating your KPIs to keep them relevant? By addressing these questions, you can ensure your financial metrics and KPIs tracking system is robust and aligned with your strategic goals. Ready to evaluate your system? #KPIs #BetterDecisions

In customer operations, regular estimation of future weekly resource requirements is a crucial step to ensure operations run smoothly and efficiently. Here are seven key functions this practice enables, contributing to maximising CX, commercial performance and employee engagement. 👥 Recruitment & Training Planning From accurate weekly resource requirements, we can create and tweak recruitment and training plans. This ensures we have the optimum number of skilled colleagues ready to handle customer interactions, minimising service disruptions and maintaining high-quality support. Detailed planning here can enable the best possible start to the employee journey. 💰 Budget Submission Resource modelling can be converted into revenue and cost projections, with all assumptions documented to form a budget submission. This facilitates informed financial planning, allowing discussion and challenge. Throughout the year, we can compare the latest estimates against the budget to monitor progress. 🔍 What-If Modelling With an accurate resource model, we can analyse alternate scenarios, such as new technology implementations, product launches, or performance improvement opportunities. This helps estimate commercial benefits from various initiatives and help prioritise our efforts. 🌐 Outsourcing Accurate resource needs enable us to develop effective outsourcing strategies, deciding when and how to leverage our service providers. 🖥️ Sizing Tech Understanding resource requirements helps in planning IT infrastructure needs, such as telephony/workflow systems, CRM software, and other tools. This ensures our IT systems are robust and scalable to meet operational loads. 🏢 Facilities Accurate resource planning informs decisions about physical space and facilities. Whether expanding existing offices or setting up new locations, we can ensure that our facilities meet the operational demands efficiently. 🛠️ Support Infrastructure Regular resource estimates help plan necessary support infrastructure, including management oversight, HR support, and administrative functions - ensuring a robust and responsive environment. Failing to regularly recalculate resource requirements and review plans can lead to significant issues, particularly in recruitment and training. This can result in poor CX, increased costs, and a negative employee experience. Incorporating these data-driven practices into our weekly routine not only enhances operational efficiency but also ensures exceptional customer experiences - consistently. In my next post I’ll outline the key factors that influence operational resource requirement. If you need help to calculate resource requirement, please contact me to start a conversation. I regularly share my thoughts on #Forecasting, #ResourcePlanning and #PerformanceImprovement in #CustomerOperations. Please connect with me, click the 🔔 on my profile and select “All”.

Metrics Tracking: The Key to Informed Decision-Making Metrics tracking is the process of quantifying and evaluating various aspects of a process, system, or individual performance to understand effectiveness, efficiency, and progress toward goals. By collecting, analyzing, and interpreting data, you can make informed decisions to drive continuous improvement. Metrics range from simple counts (e.g., number of sales) to complex measures (e.g., customer satisfaction or employee engagement). To get the most out of metrics tracking, consider the following: 1) Choose metrics that support your organizational objectives. 2) Prioritize accuracy and reliability in your data collection methods. 3) Establish baselines for comparison to track progress meaningfully. 4) Use the data to identify areas for improvement and implement changes. Key Areas for Metrics Tracking: 👉 Sales Performance: Track revenue, growth, conversion rates, and customer acquisition costs to optimize sales processes. 👉 Employee Performance: Measure productivity, work quality, attendance, teamwork, customer satisfaction, and cultural fit to enhance employee engagement and development. 👉 Business Performance: Focus on profit margins, customer retention, employee satisfaction, and inventory turnover to make informed strategic decisions. 👉 Project Management: Track progress against goals, timelines, budgets, and risks to ensure successful project completion. Why Metrics Tracking Matters? Effective metrics tracking facilitates informed decision-making, enhances accountability, and fosters continuous improvement across diverse domains like business operations, software development, healthcare, and education. Metrics tracking isn't just about numbers. It's about understanding the pulse of your business. By tailoring your approach and harnessing the insights from data, you can drive growth, efficiency and achieve your desired outcomes. #GrowLawFirm #Metrics #BusinessAnalytics #DataDrivenDecisions #BusinessInsights

Expanding on the concept of Key Performance Indicators (KPIs): Types of KPIs: 1. Quantitative KPIs: These are numerical metrics that can be measured precisely, like the number of defects per project or the percentage of projects completed on time. 2. Qualitative KPIs: These are more subjective and may include customer satisfaction ratings or employee engagement levels. 3. Leading KPIs: Indicators that predict future performance. For example, the number of hours of employee training might indicate future productivity. 4. Lagging KPIs: These reflect the results of past actions, such as the actual revenue generated or the total number of safety incidents that occurred. Components of Effective KPIs: Specific: Clearly define what is being measured and why it’s important. Measurable: Use data that can be easily collected and analyzed. Achievable: Set realistic targets that can be met. Relevant: Ensure the KPI aligns with broader organizational goals. Time-bound: Establish a clear timeframe for achieving the KPI. Implementing KPIs: 1. Define Objectives: Start by understanding the goals of your organization or project. 2. Select Relevant KPIs: Choose KPIs that best reflect these goals and can help measure success effectively. 3. Collect Data: Establish processes for collecting and analyzing data related to each KPI. 4. Monitor and Review: Regularly track KPIs to assess progress and make adjustments as needed. 5. Act on Insights: Use KPI data to inform decision-making and take corrective actions if necessary. Examples of KPIs in Building Construction: Project Delivery: Percentage of projects delivered on time and within budget. Safety: Number of safety incidents or accidents per project or hours worked. Quality: Rate of defects or rework required post-completion. Efficiency: Labor productivity rates or equipment utilization rates. Financial: Cost performance index (CPI) or return on investment (ROI) for projects. Effective use of KPIs can help ensure projects are on track, resources are used efficiently, and goals are met, ultimately leading to improved performance and profitability.

Imagine this: Your customers consistently receive fast, friendly, and exceptional service. Sounds like a dream, right? But what if the secret to achieving this dream lies in empowering your employees? Workforce Management (WFM) and Quality Management (QM) are the dynamic duo that can make it happen. By focusing on your team's well-being, you unlock a ripple effect of positive CX. WFM takes the guesswork out of scheduling. No more frustrated customers on hold or stressed employees scrambling to cover gaps. With WFM, you have the right people, with the right skills, available when your customers need them most. QM goes beyond just monitoring performance. It's about identifying areas for growth and providing your team with the training and support they crave. When your employees feel confident and valued, it shows! They become customer experience champions, delivering exceptional service with a smile. But the magic doesn't stop there. WFM and QM unlock a treasure trove of data, giving you the insights to: 1) Fine-tune staffing: Ensure you have enough friendly faces available during peak times. 2) Boost employee morale: Recognize achievements and personalize training for individual growth. 3) Uncover hidden trends: Identify areas for improvement and make data-driven decisions to elevate your customer experience. By prioritizing your employees with WFM and QM, you're not just managing resources, you're investing in the heart of your #CX strategy. The result? A happier, more engaged workforce that delivers exceptional service, leaving your customers raving about their experience. Ready to unlock the power of happy employees for exceptional customer service? Let's chat about how #WFM and #QM can revolutionize your approach! #CX #WorkforceManagement #QualityManagement #EmployeeEngagement #CCaaS

Did you know that businesses excelling in agent scheduling are light-years ahead in efficiency? Check out more here https://buff.ly/3Wg4bLK Let’s unveil the stats: 1️⃣ Improved employee experience and reduced attrition (15%): Aligning schedules with employee preferences and balancing workloads leads to happier, engaged staff, reducing turnover rates by 15%. 2️⃣ Increased operational efficiency (15%): Streamlined scheduling processes ensure efficient resource use, cutting downtime and boosting productivity across your organization by 15%. 3️⃣ Elevated customer experience (15%): Well-managed agent schedules mean faster responses, higher service quality, and increased customer satisfaction, driving loyalty by 15%. 4️⃣ Scalability and long-term planning (12%): Effective scheduling tools help adapt to changing demands, scale operations seamlessly, and support long-term growth plans, with a 12% impact. 5️⃣ Optimized resource usage (12%): Accurate staffing forecasts minimize overstaffing and underutilization, leading to cost savings and improved resource allocation, with a 12% impact. 6️⃣ Enhanced operational flexibility (12%): Agile scheduling practices allow quick responses to unexpected events, ensuring uninterrupted service delivery, with a 12% impact. 7️⃣ Data-driven insights and continuous improvement (19%): Leveraging analytics provides valuable insights, enabling continuous optimization and strategic decision-making, with a 19% impact. #helpdeskmigration #customerexperience #helpdesk #customersuccess #AgentScheduling #OperationalExcellence #EmployeeEngagement

🔍 Forecasting & Scheduling: The Key to Consistency 🔍 Within Workforce Management, Forecasting & Scheduling play a crucial role in aligning resources to meet customer needs accurately. By analyzing trends, we can predict call volumes and ensure the right staffing at the right times. Here’s why it matters: 📈 Precision in Planning – Forecasting uses historical data to predict call volume trends, helping us align staffing accurately to anticipated demand. This minimizes the risk of overstaffing or understaffing, saving on costs and maintaining customer satisfaction. Some common methods include: • Time Series Analysis: This method uses historical patterns and trends, such as seasonal peaks, to predict future demand. • Regression Analysis: This technique identifies relationships between variables, like promotions or holidays, to estimate their impact on customer interactions. ⏰ Dynamic Adaptability – Scheduling isn’t static. By continuously refining schedules based on real-time updates, we ensure that any changes in demand are swiftly managed without impacting service levels. Together, these strategies drive productivity and balance workloads, supporting a seamless experience for customers and well-supported, motivated agents. 🔗 #WorkforceManagement #Forecasting #Scheduling #CustomerExperience #DataDriven #OperationalExcellence

Understanding Revenue per Employee: A Practical Perspective Revenue per employee is a metric often used to gauge the productivity and efficiency of a company. It’s calculated by dividing a company’s total revenue by its number of employees. This simple formula can provide valuable insights into how effectively a company is leveraging its workforce to generate income. Why it Matters: • Benchmarking Efficiency: It allows companies to compare their productivity against industry standards or competitors. • Operational Insights: High revenue per employee often indicates streamlined operations, effective workforce utilization, and strong business performance. • Investment Decisions: Investors and stakeholders may use this metric to assess a company’s operational health and potential for growth. How to Use It: • Internal Comparison: Track your own revenue per employee over time to identify trends and areas for improvement. • Industry Benchmarking: Compare your company’s performance with industry averages to see where you stand. • Strategic Planning: Use it to inform decisions on hiring, resource allocation, and process optimization. Pros: • Simplicity: Easy to calculate and understand. • Comparative Value: Useful for comparing productivity across companies of different sizes within the same industry. • Performance Indicator: Provides a quick snapshot of operational efficiency. Cons: • Context Matters: It doesn’t account for the nature of the business, industry nuances, or economic conditions. • Misleading in Certain Sectors: Industries like technology and pharmaceuticals might have high revenue per employee due to their capital-intensive nature, while labor-intensive industries like manufacturing or retail might show lower figures. • Doesn’t Reflect Quality: High revenue per employee doesn’t always correlate with profitability or long-term sustainability. It ignores factors like employee satisfaction, innovation, and customer loyalty. Where it Can Be Misleading: • Tech Startups: A small team might generate significant revenue, but the metric may overlook sustainability and scalability. • Professional Services: Consulting firms often have high revenue per employee, but this doesn’t account for the value of client relationships and intellectual capital. • Retail: Large workforces in retail can skew this metric, making it seem less productive compared to capital-intensive sectors. A Balanced View: While revenue per employee is a valuable tool, it’s important to use it alongside other metrics to get a comprehensive view of a company’s performance. Factors like profit margins, employee engagement, and customer satisfaction provide a fuller picture of business health. By understanding its strengths and limitations, we can better utilize this metric to drive strategic decisions and foster sustainable growth. What are your thoughts on revenue per employee? #RevenuePerEmployee #BusinessEfficiency #ProductivityMetrics

Feeling overwhelmed by your workload or low-value tasks? It's time to cut out activities that don't create a competitive advantage. If they don't add value or customers aren't willing to pay for them, why do it? Here are 5 actionable steps to boost your competitiveness today: 1. Streamline meetings. Limit meetings to key participants only. Free up time for high-value work and increase productivity. 2. Automate routine tasks. Implement automation for repetitive tasks like data entry, inventory management, and basic customer service. This reduces labor costs and boosts efficiency, allowing your team to focus on strategic activities. 3. Outsource non-core activities. Delegate functions like payroll, IT support, and facility management to specialized providers. Concentrate your resources on areas that directly contribute to your competitive edge. 4. Accelerate decision-making. Empower your team with faster decision-making authority. Bureaucratic structures yield slow results. Trust your team and see the difference. 5. Leverage technology. Adopt the latest technologies to enhance operational efficiency. This could include advanced manufacturing techniques, CRM systems, or AI for predictive analytics. Take action now to move faster, eliminate redundant work, and keep your team focused on driving value.