Peak Season Almanac
Last season's nights become this season's doors: forecast, promise, then grade yourself.
The job
Run the three season meetings (readiness, the daily war room, the retro) from one almanac. It aligns last season to this one by season day, turns each forecast into agent hours and money, holds the commitments made in between, and grades itself.
The moment
Three weeks before peak season, door 27 swings open on last year's night 27: 1,200 order never arrived complaints, triple the peak-season median, read out in the customers' own words. This year the same door turns green on the wall, and the retro after the season reads we predicted 9 of 11 peak days; $38,000 of compensation avoided.
What it does
- Write a commitment on a door
- Fire pre-staged surge play
- Arm the daily almanac line
- Print the A3 almanac
- Close a door and write the retro
What you see
Advent-style season almanac (one door per day), a wall screen for the war room, a self-writing retro, and an A3 print
What it moves
Peak days forecast within band (x of y); agent-hour variance on peak days; complaints and compensation per peak day vs the same season day last year, in dollars
Built for
- Operations
- Contact-centre operations
- Finance
