1. Straight From the Horse’s Mouth – What Do Your Executives Want?
A Conversation Between A Workforce Manager, Contact Center Director, and Executive.

2. ADP National Accounts Participant Service Centers
Forbes® Global 2000: Ranked 386 (2014) Revenues: More than $10 billion in fiscal 2014 Pays 1 in 6 US Workers Number of Employees: 52,000 worldwide Largest Provider of HR Services in North America, Europe, Latin America, and the Pacific Rim.
1,400 Permanent Seats Supported
650+ Seasonal Seats Supported
Virtual
24/7

3. Rob Longshore
Rob Longshore has been in the Contact Center space for 30+ years. He has lead initiatives for e-business and early adoption of skills based technology as early as the mid ‘90’s. Rob has worked in Finance, Healthcare, BPO, and Automotive industries including ACS, Trover, Humana, and now is the Vice President of the Participant Service Center at ADP. Rob has been involved with Call Center Management Institute and other industry thought leadership programs. Previously he has been in accounting, tax service and large scale financial operations. Rob has a degree from Xavier University in Finance and is a Process Expert and is Certified in Six Sigma.

4. Scott Skanes
Scott has been in the Contact Center sphere for 31 years. Scott started as an agent working for Macys department stores, he has since worked in all areas of operations including quality, training, workforce management, and operations management. He is currently the Director for the Employee Service Center for National Accounts at ADP for Support Services. Scott has previously worked for, Citi Bank, Kronos Connect, and SHPS.

5. Marshall Lee
Marshall Lee, is an experienced Workforce Management leader, trainer, and performance coach. He has worked in the contact center field for 15 years. His training and workforce background extend to NPO and retail as well as contact center. He has been a speaker for the Quality Assurance and Training Professionals, CRM exchange, and SWPP. Marshall is a regular content contributor to these platforms as well. His experience ranges in working with contact centers from 50-4,000 seats, with a mix of most any customer contact channel. His previous employers have included the Charitable Resource Foundation, Charter Communications, and Carewise Health. Marshall currently leads the Workforce Operations team for the National Accounts PSC at ADP.

6. The executive experience:Or

7. The Challenge With Executives
You want to deliver a lot:
Service Metrics
ASA
S/L
SHT
Forecast
Budget
ETC
Speaking the same Lingo
Execu-speak
Workforce-speak
Reports
Limited Time
You are not the center of the universe
While important WFM is not everything

8. Rule 1 to a good relationship …
No secrets (It’s that simple)
Own misses and failures
Tell the higher ups of any issues
Tell those under you
Tell your peers
Be judicious
Use your filter but don’t hide anything.

9. Speak Clearly (Why Executives Like Pictures)
“If you took the time to graph it out, I know you thought about it. If you thought about it, I know you heard me ask the question in your head. Giving me numbers is ok, but showing me numbers is what I need you for.”

10. You are the soothsayer … sort of.
“Are you watching this stuff, if not you who is seeing the big picture?” “You are part of the team, but not part of the drama or the immediate agent life cycle. You need to focus on the bottom line, but have the agent experience in mind.” “Let the managers manage, but don’t let them run us out of business.” “Trust but Verify” “Inspect what you expect.”

11. Building the relationship
Communicate
Trust
Time
Don’t wear out the open door
Spend time in the weeds
Be the ambassador
Be the one person who can be honest, no matter what.

12. What does the executive really need?
The traffic circle:
Forecasting
Staffing
Scheduling
Reporting
Managing
Analyzing

13. Conversation Time