{"id":13342,"date":"2020-05-27T18:51:59","date_gmt":"2020-05-27T17:51:59","guid":{"rendered":"https:\/\/qstory.ai\/us\/?p=13342"},"modified":"2024-04-25T17:38:49","modified_gmt":"2024-04-25T16:38:49","slug":"capacity-planning-covid","status":"publish","type":"post","link":"https:\/\/qstory.ai\/us\/blog\/2020\/05\/27\/capacity-planning-covid\/","title":{"rendered":"Dynamic Capacity Planning in a Covid World"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Covid-19 has presented a number of challenges to our industry. In response, most contact centres have tactically implemented homeworking and whilst the timeline before society can return to \u201cnormal\u201d is difficult to predict, it\u2019s likely that working from home will be part of the future for every contact centre.<\/span><\/p>\n<p><b>Employer responsibilities<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Guidance released by the government on 11th May &#8211; <a href=\"https:\/\/www.gov.uk\/guidance\/working-safely-during-coronavirus-covid-19\/offices-and-contact-centres\">Working safely during COVID-19 in offices and contact centres\u2019 &#8211; introduces some new considerations for contact centre planning<\/a>.<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">\u201cPlanning for the minimum number of people needed on site to operate safely and effectively\u201d<\/span><\/i><\/p>\n<p><b>Existing QStory benefits that support pandemic working<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Many of the current benefits of QStory are perfect for supporting social distancing efforts;<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Making homeworking far more practical and manageable, utilising the Agent Smart Phone App, Self Serve features and instant communication<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Providing Agent visibility of their own performance, regardless of location<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Allowing the required Covid-19 risk assessments to be communicated<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Allowing monitoring of Agent presence and status &#8211; which can be particularly challenging with<\/span> <span style=\"font-weight: 400;\">staggered start times and with Agents working in different locations<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Facilitate regular surveys, at scale, to complete required monitoring of wellbeing<\/span><\/li>\n<\/ul>\n<p><b>Capacity Optimisation &#8211; A new QStory perspective<\/b><\/p>\n<p><span style=\"font-weight: 400;\">In addition to the these existing benefits, we\u2019ve now been working on a range of additional features, to make it even easier for our customers to manage their on site and homeworking Agents optimally and within the guidelines;<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Understand and visualise how many Agents are planned for each site<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Identify days \/ intervals where Covid compliant capacity will be breached, by site<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Ensure maximum spread of breaks \/ lunches for on site staff<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Utilise homeworking staff more flexibly around site needs<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Create cleaning schedules for hot desking<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Minimise shift overlap, or create shift gaps for on site staff<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Allow reduced Lunch durations, in lieu of adjusted start\/end of shift<\/span><\/li>\n<\/ul>\n<p><b>We\u2019re here to support you<\/b><\/p>\n<p><span style=\"font-weight: 400;\">If you would like to discuss any of these features for your operation, or would like us to consider variations on these features please make contact with us and we will be happy to help.<\/span><\/p>\n<p><strong><a href=\"https:\/\/www.linkedin.com\/in\/tonydcruze\/\">Tony D&#8217;Cruze<\/a> is the Customer Success Manager at QStory. You can connect with him <a href=\"https:\/\/www.linkedin.com\/in\/tonydcruze\/\">here<\/a>.<\/strong><\/p>\n<p>#WEM<br \/>\n#Real-time automation<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Covid-19 has presented a number of challenges to our industry. In response, most contact centres have tactically implemented homeworking and whilst the timeline before society can return to \u201cnormal\u201d is difficult to predict, it\u2019s likely that working from home will be part of the future for every contact centre. Employer responsibilities Guidance released by the [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":13353,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[5],"tags":[],"industry":[],"class_list":["post-13342","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles"],"acf":[],"_links":{"self":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/posts\/13342","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/comments?post=13342"}],"version-history":[{"count":1,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/posts\/13342\/revisions"}],"predecessor-version":[{"id":16459,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/posts\/13342\/revisions\/16459"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/media\/13353"}],"wp:attachment":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/media?parent=13342"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/categories?post=13342"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/tags?post=13342"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/industry?post=13342"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}