About Paddy Coleman

Co-Founder and product architect. Paddy is a seasoned entrepreneur, with a solid knowledge of Contact Centres, excelling in design and development of Workforce Planning solutions. He is an out the box thinker and exceeded all expectations with a recent innovative Management information solution designed to make sense of contact centre and planning matrix. Very focused on what his customer wants, he is flexible in designing fit for purpose solutions. This is Paddy’s 3rd new business, his first, ParaMine, software for the mining industry in Africa was sold to Caterpillar, his second, Payg IT (now called Customer Service Engineering (PTY) Limited) operating in Africa and the Middle East pioneered SaaS in 2001 offering contact centres monthly subscription for their workforce planning software. The company has run successfully for 15 years and continues to do so in South Africa.

From Workforce Optimisation to Workforce Engagement Management

By |January 10th, 2020|Blog, Contact Centres, WEM, Workforce Management|

I recently learnt that Gartner are retiring the term Workforce Optimisation and it made me consider what the term stands for and where the industry is heading. Workforce Optimisation (WFO) covered the technology that impacts the people within call centres. It’s about integrating contact centre technologies to improve customer service and efficiency and involves automating [...]

Our Industry is Transforming

By |September 11th, 2019|Blog, Intraday Management, Real Time Management, WFA|

When was the last time contact centre resource planning made a significant leap forward? As an industry we’ve been “tinkering” around the edges with the technology; improved forecasting, faster scheduling, new agent apps, move to the cloud.  But what has really changed for the organisation? Productivity, as measured by the amount of paid time an agent [...]

NewGen WFM Has QStory’s Real-Time Automation At It’s Heart

By |May 26th, 2016|Blog, News|

NewGen WFM[1] envisages a new model of just-in-time management where real-time demand meets real-time supply. Enabled by advances in mobility and self-service technology plus advances in algorithms and expert system developments, this evolution will benefit customers, the workforce and the company. There are many benefits by embracing the new technology; here are 3 which will [...]

Your Boss Tells Gartner They Want To Invest In Customer Experience

By |February 25th, 2016|Blog|

Gartner’s recent paper, “Predicts 2016: Business Transformation and Process Management Bridge the Strategy-to-Execution-Gap”[1], makes for fascinating reading. Whilst the paper is primarily targeted at CIOs and their team, if companies adopt its strategies, the implications will be far reaching for all areas of the business, including the contact centre. A strategic planning assumption in this [...]

How Intraday Management Can Improve Customer Experience

By |October 15th, 2015|Blog|

Discover how intraday management can empower you with the tools and insight you need to take control of the customer experience. No Forecast Is Ever Right Despite the best efforts of planners, your call centre will never see a day when your forecast is exactly the same as reality. As Murphy's law says: everything that [...]

What Is Intraday Management?

By |October 2nd, 2015|Blog|

Forecasting and scheduling are crucial components of call centre operation, but the reality of day-to-day performance can wreak havoc with even perfect planning. Thankfully, a solution is at hand: intraday management. The Problem with Forecasts: They're Wrong In many call centres, workload forecasts are completed months in advance. Schedules are created based on those forecasts [...]

Why Your Call Centre Should Use Visual Queuing

By |August 20th, 2015|Blog|

Queuing is a part of everyday life. Whenever you walk into a shop, bank or post office, there’s a chance you’ll have to endure a wait before you can purchase your shopping, talk to a teller or send your parcel. In the majority of cases, we’ll be willing to bear a short wait. After all, most people appreciate that businesses operate in a competitive environment, with limited resources; and queuing can be an effective way of ensuring everybody gets served. If the queue looks too long, we can make the decision to turn around, walk out, and come back at a different time. Unfortunately, many call centres don’t offer the same visibility into queuing that your local post office branch does. Instead of arming their customers with the knowledge to know how long their wait is expected to be, they leave them in the dark, unable to work out whether they’ll be served in 5 minutes, or 50. […]

How to Use the Performance Management Cycle to Improve WFM

By |August 12th, 2015|Blog|

Variants of the performance management cycle are used by managers throughout the contact centre industry. Typically, they’re used as a tool for structuring agent training and up-skilling, and reviewing the efficacy of the training process. Though there are myriad versions of the performance management cycle (or PMC), they typically follow the same cyclical process: Agree [...]

How to Quickly Assess a New Service Level Target

By |August 6th, 2015|Blog|

You're worried that your 80/20 service level target isn't the right choice for your call centre. Chances are, you're right. However, new service level targets shouldn't be taken lightly. Your service level can have huge implications for customer service, agent experience, and of course, profitability. Assessing cost is the first step in choosing a new [...]

Why Net Promoter Scores Aren’t Helping Your Call Centre

By |August 3rd, 2015|Blog|

The Net Promoter Score is a hugely popular tool for measuring performance. The number of promoters (scoring 9 or 10), passives (7 or 8) and detractors (0 to 6) has long been used to estimate customer loyalty, and satisfaction; but how effective is the measurement for improving performance in the call centre? Today, I’m looking [...]

3 Critical Reports Your Planning Team Should Be Generating

By |July 29th, 2015|Blog|

Your call centre’s reports should be a valuable tool for identifying problems (and opportunities), and ensuring action is taken on them. Perhaps even more importantly, they’re a crucial line of communication between your call centre, and its key stakeholders – the staff, managers and, in the case of outsourcers, clients. If you feel as though your reports aren’t worth the time they take to generate, it’s time to assess the types of report you’re generating. Today, we’re looking at 3 of the most important reports your planning team should be creating. […]

4 Reasons Your WFM Software Isn’t Generating the Right Reports

By |July 24th, 2015|Blog|

Call centre planners spend as much as 70% of their time analysing performance and communicating their findings to stakeholders. Activities like forecasting, scheduling and real-time management are a vital part of any planner’s job – but crucially, so is communication. Unfortunately, when it comes to reporting, your workforce management (WFM) system is letting you down. Despite your best efforts, you can’t generate the reports you need – and if you can’t communicate what’s going on, why, and what needs to be done about it, there’s a problem. So why isn’t your WFM software generating the right reports? […]