1. Who Are These People? Networking and Selling WFM within the Enterprise
Jonathan Hall, Bright House Networks
Marshall Lee, ADP

2. Marshall Lee Biography
Service Center Manager II Workforce Operations ADP
15 Years Management Experience
10+ Years Contact Center Experience
Charitable Resource Foundation
Charter Communications
SHPS Human Resource Solutions
Carewise Health
ADP
Contact Center Experience Training/Management/WFM

3. ADP National Accounts Participant Service Centers
• Fortune 500 Ranked 243 (2014)
• 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.
National Accounts Services
Health and Welfare
HR/Payroll
Spending Accounts
FSA; HSA; HRA; Commuter
COBRA
Direct Bill
Leave Administration
Tuition Reimbursement
Total Rewards
Dependent Audit Services
Advocacy
1,400 Permanent Seats Supported
650+ Seasonal Seats Supported
Virtual
24/7

4. Jonathan Hall
Biography Workforce Manager Bright House Networks 16 Years WFM Experience 20 Years Contact Center Experience GTE Data Services Verizon Data Services Bright House Networks Contact Center Experience/Training/Business Analytics/WFM COPC Six Sigma Green Belt

5. Bright House Networks
We provide Video, Phone & High Speed Internet services
Nearly 2,000,000 subscribers (Florida Division)
Subscriber base fluctuates seasonally
8 internal call centers with approximately 1200 agents
Support Field Operations with approximately 1800 techs
2 outsourced call vendors with approximately 650 seats
Centralized WFM team with 22 members
Additional divisions: Birmingham, Detroit, Indianapolis & Bakersfield, CA

6. Why are you in this session?

7. What is your story ?

8. Mechanical Model of Communication

9. It’s like riding a bike …

10. The Wheel

11. Who are our primary stake holders?

12. Marketing Finance HR Exec Leadership Operations Who else?
Who does WFM need input from to function at its best (Where do you tell your story most often) :
Marketing
Finance HR
Exec Leadership
Operations
Who else?

13. Do you have buy-in from your own management structure?
Prove your value as needed
Build understanding of the efficiencies WFM brings
Use your management’s support as leverage
“Efficiency -- Efficiency -- Efficiency “

14. Marketing & Sales (Inputs / Outputs)
Call volume Impacts from campaigns
Efficient Staffing / Ensure calls are answered
Outputs:
Communication regarding mail drops / Ad campaigns
Historical “Take” rates from previous Marketing Efforts
Product growth forecasts for long-term planning

15. Finance : Inputs: Efficient Staffing - Fewer FTE in budget
Other Labor Savings (Early release, efficient usage of OT)
Long-term staffing plans for budgeting
Outputs:
Buy-In for taking on work for other department
FTE exchange for extra work taken on
Note: Tailor your presentations to finance by focusing on $$$

16. HR: Inputs: Detail on absentee / FMLA reporting
Hiring / recruiting direction (long-term planning)
Outputs:
Timely recruiting to fill staffing gaps as needed
Policy Adaptability
Labor Law Resource

17. Operations: Inputs: Vacation / PTO management
Increased Productivity – who’s watching the henhouse?
Task scheduling based on priority / workload
Outputs:
Increased value of WFM concepts

18. Training:
Inputs:
Present WFM concepts to new hires in simple presentation
Provide assistance in scheduling off-phone training
Outputs:
More flexibility when scheduling training (weekends, evenings?)
Usage of E-learning when available for ultimate efficiency

19. Executives: Communicating with Executive leadership
Keep it brief, simplistic (Just the facts, please)
Focus on efficiencies, financial savings
Present on topics broadly
Be ready with detail and data to back up your assumptions

20. What can we do to overcome the challenges:
WFM Ambassadors Program
Corporate presentation
Carving a seat at the table
Demo WFM – value Add and service level as Customer Experience
Other Ideas

21. Discussion Points: How do we give insight into our value?
What have you done in the past?
Where do you want to go from here in your organization?

22. What is your story?

23. Questions? Marshall Lee Carewise Health