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" ... In terms of upgrading technology, he adds, “There’s a cost to switching systems. You have to migrate to an unproven technology. This is not a group of individuals who want more risk. They wake up and go to bed thinking about safety, how to run the business in an upstanding way. Switching systems is asking them to stop mid-tracks. It’s asking a lot. They’re not overstaffed to begin with.” ... "
" ... It was even more important this past year. People were nervous first coming in. We had to constantly ask ourselves: “How are we going to make sure they have a really good and safe experience?” We over trained and overstaffed. Most importantly, we put ourselves in the shoes of our fans around everything from driving into the stadium, to feeling safe at the concession stands. We did a couple of soft openings where we had our staff and family going through the various experiences and collected real-time insight. We were able to make adjustments because we simulated direct fan feedback. Anything can look good in a PowerPoint, but when you walk the stadium, you see what works and what doesn’t. We also launched an A.I. tool in our app to get some really good insight on the type of questions that were on the minds of our fans. Walking in our fans’ shoes, literally and figuratively, was critical to our understanding the fan journey and what we needed to do, to ultimately be successful. ... "
" ... Occupancy is a simple, but immensely valuable, metric that indicates whether your contact center is overstaffed or understaffed. It's calculated by taking the amount of time that agents spend tending to customer issues and dividing it by the total amount of time they spend on the job. ... "
" ... Seasonal hiring seems like a lose-lose situation for stores and distribution centers at the moment. If stores bet against in-store shopping, they will be massively understaffed if stores are allowed to stay open. But if retailers hire for a normal holiday season that includes in-store shopping, they risk being overstaffed and overspending on hiring and onboarding. The implications of either choice trickle down to the distribution centers that support the stores. ... "
" ... So, what's happening now? Well, that economic geography problem has been pretty much obliterated by the internet. That radius around the printing plant plus those network effects no longer protect that local monopoly. Yet all of the papers do carry cost burdens that you'd expect from a former monopoly. Anyone--as I have--who has written for both US and UK papers will know what I mean. It's entirely true that my writing could do with some decent editing at times but I've done a short piece for one US paper (yes, one of the headliners) that had no fewer than three editors making contradictory suggestions to my 600 words. The equivalent in an English newspaper would have had one sub altering, with no reference to me at all, to meet house style and that's done and dusted in 20 minutes. Any comparison of a US to a UK newspaper would have the US one being grossly overstaffed with a very high cost base. All the result of that former local monopoly. ... "