Genesys WFM User Group Meeting
12th September 2007

MINUTES

LOCATION:
T-mobile UK Headquarters
Comet Way
Hatfield Business Park
Hatfield
AL10 9BW

Organisations attending

• T-mobile
• Bank of Ireland
• Ford Finance
• Orange
• Abbey
• DWP
• CCAT
• Job Centre Plus
• Disability Carers Service
• ProtoCall One
• Cap Gemini

Morning Session

After introductions, the group took some time to get to understand each others organisations and how Genesys WFM is currently used in terms of:

• Forecasting
• Scheduling
• Real time/intraday
• RP structure

Summary of the morning session:
We picked up some key issues around the level that Genesys contributes/does not contribute to the planning process within the organisations. It struck me that Genesys WFM User Group 12th September 2007 in the areas of forecasting, and agent services especially, strong challenges are being faced by everyone.

The functionality of the system was also as strong theme. To be honest, this was expected and the good old "car" analogy was a perfect illustration - someone said he had a Ferrari that he could only drive at 30mph! This was echoed by the group and was something we were keen to explore in the afternoon session.

Afternoon Session

We had originally intended to look at the forecasting build process quite close-up to see what happens when you "press what buttons", so to speak. But following the morning session, we took time to detail the top three issues that the group wanted to identify following the morning feedback.

As a consequence, we spent a short time discussing the forecast build - a good discussion arose around the IOT factor that organisations enter when building forecasts, as this really influences the difference between the required and calculated staffing coverage.

Most organisations use the IOT % as a catch-all for any unscheduled shrinkage for their centres. The differentiation is what percentage is entered. I would suggest that work will always need to be done outside WFM to work with the budget plan to factor this in accurately.

Summary of the afternoon session:
The group advised that the calibre of Genesys on site support can be wide- ranging. BOI gave a good example of how this can be very affected and have sent through a document that they have on the modification of the erlang boundaries we discussed.

Next Steps

I suggested that future sessions will succeed better if we allow the group to design its own content and requirements going forward.

Using the top three issues log, we will begin to plan the next event to bring the maximum benefit to all involved. It is our intention to discuss in more detail the most common issues first, along with something more specialist at each event so that in time we cover everything.

Next meeting

The jury is still out on the venue but the meeting will likely be held in the Birmingham area. Opinions will be gathered; ProtoCall One will support the request to organise an additional meeting prior to the end of the year if the feedback is strong.

We also took the Webinar ideas and support for the teleconferences on board and will advise everyone what we have organised as soon as the details are confirmed.

UPDATE: Based on demand, a follow-up Genesys WFM User Group meeting has been scheduled for December 5th, Beeches Conference Centre, Birmingham. Contact cthompson@pc-1.co.uk for additional details.

A Sincere "Thank You!"

From all of us at ProtoCallOne, a sincere "Thank you!" for all the efforts of Stuart Jones and T-Mobile for taking the time to help host and organise the inaugural event. The assistance of Stuart and his organisation contributed a great deal to the success of the day and toward kicking off this exciting new organisation.

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