From 12.00pm until 1:00pm
Free Of Charge
CCMA (Call Centre Managers Association)
Right now contact centre leaders are having to deal with sudden changes in working environments, absence levels in flux and a workforce that is working in multiple locations. Some have the tools in place to be agile to this changing situation whilst enabling flexibility among the workforce. Others are finding this a challenge.
And it’s not just about operational management and ensuring that you have advisors available to handle customer contacts. Advisors need to feel valued and engaged. In an environment where remote working is relatively new, and advisors are used to working in the buzz of a contact centre for several years, this takes some getting used to.
That’s why we’ve invited Ed Creasey, renowned evangelist on employee engagement and workforce management, from Calabrio to share his expert view and answer your questions, such as:
» How can we give advisors flexibility whilst maintaining service levels? What role can self-service play?
» How can we give colleagues a personalised and meaningful view of their performance to enable them to curate their career development?
» How can we get colleagues more engaged in the quality management process?
» How can we personalise coaching to advisors’ needs?
» How can we deliver business intelligence that engage advsiors?
» Can analytics, machine learning and AI really help?
» How can the cloud be used so time isn’t spent learning disparate systems and that time is spent on coaching, insight, CX and planning.
» How can we adapt this all to the needs of Gen Z and Alpha?
Our expert will start by sharing the latest workforce trends; the trends that were already in motion before the pandemic and those that have emerged or accelerated as a result. Then the floor is open to your questions.