CCMA Secial Interest Group: Resource Planning
Planning your resources is crucial for an efficient contact centre operation. But how does this work in your business?
If you’re a leader responsible for a contact centre operation or resource planning department and want the opportunity to share ideas and best practice in a safe environment, discuss your business challenges and also take the opportunity to network with your fellow industry leaders then, as a member of the CCMA, we invite you to join this Special Interest Group.
These roundtable events include presentations from industry experts sharing insight and research, member case studies and some great debates. We’ll be discussing the areas of resource planning that impact your operation and as a member, you drive the agenda.
There’s never been a better time to understand what your industry colleagues are doing, so please do join us.
Agenda
Topic: How To Create A Dynamic Team, To Keep Up With Consumer Demands
12:00 Welcome & Introductions Kate Law, Membership & Learning Director, CCMA
12:20 Dealing With The Forecasted Volumes
Join Kate Law, CCMA Membership & Learning Director as she facilitates this roundtable session discussing how different organisations approach forecasted volumes. Sharing tips and best practice, members are invited to share examples of practices that have worked for them.
12:50 Balancing Peak Demand, Increased Energy Prices And The Cost Of Living Crisis
The pressure of peak demand is challenging alone, without adding the cost of living crisis and increased energy prices to the mix. British Gas felt the pain of all these challenges, whilst having significant momentum within the media.
Handling this successfully won the team Silver for Most Effective Management of Peak Demand at the 2024 European Contact Centre & Customer Service Awards.
For additional information on the event or to register Click Here
