Latest Contact Centre News

Planning Contact Centre Resources in a Hybrid Model

Wed
22
Sep2021

From 12:00PM until 1:00PM

At Virtual/Online

The potential to work more flexible shift patterns and in remote locations has thrown resource planning into a new era.

The migration to homeworking raised some key challenges for those responsible for planning resources in the contact centre. With the move back into the office, hybrid working is becoming main stream and contact centre leaders are working through how to make it work most effectively for both the organisation and colleagues. New opportunities have surfaced that will offer employees greater choice, whilst organisations look at the best approaches to maximise productivity and meet customer demand.

The CCMA are delighted that Ed Creasey, Calabrio’s Director of Pre Sales, will be bringing his near 30-year career in customer experience to lead this highly interactive session. With a team of experts in the session, we will explore what best practice could look like for your operation, sharing real life examples and giving you a chance to ask questions, raise the challenges you’re facing and share ideas in to how to optimise the workforce.