New initiative launching? Who, what, where, when, how framework.

If you've been a WFM planner long enough, you will eventually be asked to build into your long-term forecasting model initiatives that will drive efficiencies in the contact center. While most project owners have good intentions and provide some information, it's your responsibility to gather all the relevant details to build the initiatives into your model effectively. For this, I use a framework based on the 4Ws and 1H we were taught in grade school: Who, What, When, Where and How?

Who:

• Who is leading the initiative that I can contact to get additional information?
• Who are the stakeholders involved, and what are their roles in the project?

What:

• What are the specific KPIs (Key Performance Indicators) that the initiative will impact?
• Will it affect the demand in terms of transactions or throughput?
• Will it influence the supply in terms of shrinkage or attrition rate?
• What are the secondary or indirect impacts on other KPIs that should be considered?

When:

• When will the initiative be rolled out, and the timeline for different stages, if applicable?
• Are there any specific seasonal factors or external events that might coincide with the initiative's implementation and affect the forecast?

Where:

• Where are the specific departments or teams that will be directly impacted by this initiative?

How:

• How will the initiative be rolled out? Is it a gradual implementation or a step-ladder approach?
• Are there any potential risks or challenges in the implementation process that might affect the accuracy of the forecast?

By asking these 5 questions and their subpoints, you should be able to comprehensively assess the impact of the project on your planner and make informed adjustments to your long-term forecasting model.