Episode 183 – Rewind – Calculating Holiday Season Staffing Needs

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A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management.

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“It’s all about quality of life and finding a happy balance between work and friends and family.” – Phillip Green

Book of the day:  Call Center Staffing: The Complete, Practical Guide to Workforce Management – Penny Reynolds

Calculating Holiday Season Staffing Needs

8 Steps to Prepare for the Upcoming Holiday (See Episode 2 – Holiday Coverage)

  1. News: Check the news for anything that could be breaking over the holiday season
    1. Weather
    2. Political
    3. Your industry/vertical
    4. National/Local events
  2. Volume: Look up the social care volume for the past 3 years during this season to inform what might happen this year.
  3. Campaigns: Call your social media marketing or digital marketing counterpart to see if any unusual sales or promotional campaigns are running that would cause volume spikes
  4. Closings: Ask about operations in other departments. Are retail stores closing? Will the sales telephone number be closed? Get workaround instructions.
  5. Maintenance: Website work planned over the holiday? Oh yes, yes they would. Ask about any physical or cyber maintenance happening that could impact volume.
  6. Adjacent Staffing: Find out whether other departments plan to increase or decrease staff on the holiday and what drove this decision.
  7. Make a Tip Sheet: Gather all this information and create a digital or physical tip sheet where your team can access all the data quickly.
  8. Contact Info: Provide sufficient contact information so that your department knows who to contact in an emergency. And define what constitutes an emergency.

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    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

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Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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