Peak Season Almanac
Line up last season with this one, day by day: forecast, commit, then grade the forecast.
The job
Runs the three season meetings (readiness, the daily war room and the review) from one calendar. It lines up last season with this one day by day, turns each forecast into agent hours and money, tracks the commitments made, and grades itself.
The moment
The season is laid out like an advent calendar, one door per day, lined up with the same day last season.
Three weeks before peak season, door 27 opens on last year's day 27: 1,200 complaints that an order never arrived, three times the peak-season median, read out in customers' own words.
This year the same door turns green on the wall.
The review after the season shows 9 of 11 peak days predicted correctly and $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 range (how many of how many), the gap between planned and needed agent hours on peak days, and complaints and compensation per peak day in dollars, compared with the same day last season.
Built for
- Operations
- Contact-centre operations
- Finance
