Pay Your Real Time Analysts! | Sarah Thompson

WFM Unfiltered

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In this episode of WFM Unfiltered, Irina Mateeva sits down with the dynamic Sarah Thompson, Senior Planning and Insight Lead at Skipton Building Society, to delve into the often-overlooked role of real-time analysts in workforce management. Sarah, known for her authentic and vibrant presence on LinkedIn, brings a fresh perspective on the crucial role real-time analysts play in maintaining service levels and operational efficiency.

Sarah's journey from starting on the phones to becoming a leader in planning and insight is inspiring. She shares her unique experiences and insights, emphasizing the importance of real-time analysts, not as mere button-pushers but as pivotal players who ensure smooth operations and handle crises with agility and confidence. Her candid discussion with Irina covers the skills needed to excel in real-time analysis, the often underappreciated complexity of the role, and why these professionals deserve more recognition and better pay.

Listeners will gain a deeper understanding of how real-time analysts are the backbone of contact centers, ensuring everything runs smoothly even in the face of unexpected challenges. Sarah also touches on the symbiotic relationship between real-time teams and other planning functions, highlighting the need for better communication and integration within the workforce management cycle.

By the end of this episode, you'll appreciate the critical role of real-time analysts and why they are indispensable to any contact center's success. Don't miss Sarah's valuable insights and practical advice that can transform your approach to workforce management.

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