Opportunity
The Human Services Agency of San Francisco, California is comprised of a number of critical programs that the city’s residents rely on every day. These include help with food, health insurance, supportive care, financial assistance, childcare, and more. Two programs run by the agency, CalFresh and Medi-Cal, combined their contact centers, which created scheduling challenges.
Up to that point, both programs were using spreadsheets, which were not sufficient. Even worse, 75 percent of CalFresh and Medi-Cal employees (who did not work the phones) were monitored with separate spreadsheets. The contact centers were able to determine how groups and agents could be moved to assure sufficient coverage, but the process was very manual, disorganized, tedious, and time-consuming. Thus, an effective scheduling tool became a priority.
Taninha Ferreira, the systems and data operations manager, had started her career as a contact center analyst, so she recognized the value that a forecasting tool could provide and began the search for one that would meet their needs. “I wanted something where the reports were user-friendly, easy to generate, and gave me the information I needed,” Ferreira said.