SIG - Resource Planning: September 2024

What does excellence in resource planning look like? This essential function is an integral part of the contact centre ecosystem. Far from just managing holidays and breaks, resource planning is key to ensuring smooth operations and achieving overall success in the contact centre.

In this session, we’ll dive deep into what constitutes a high-performing resource planning function, examining the best practices that lead to effective management and operational efficiency. Engage with peers to assess your contact centre’s current strategies, identify gaps, and discover innovative ways to elevate your resource planning efforts. Let’s embark on this journey to transform how we view and enhance this critical aspect of contact centre management.

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

12:00 – Welcome and CCMA update	Kate Law, Membership & Learning Director, CCMA
12:15 – What does good look like? How do we change the stigma attached with resource planning, that this is the department that refuses holidays and gives us breaks that don’t align to our friends within the department? We are going to delve into the Cog of the Contact Centre: Resource Planning. This department is responsible for far more than just managing holiday and break requests. They play a crucial role in keeping our contact centres running smoothly. Steve, who has spent his entire career in resource planning, joins us to share insights on what makes a successful resource planning function.	Steve Woosey, Co-Founder, Inspire Customer Contact Partnership
12:45 – How does your contact centre compare? During this session members are invited to share how they run their resource planning operation and ask for support or advice for a specific challenge. We’ll be asking what are the gaps between your resource planning and the rest of the contact centre operation? And how are you driving your resource planning function forward?	All
13:15 – AOB & Close	Kate Law, Membership & Learning Director, CCMA

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Where and when?

Date: Thu 19 Sep 2024

Time: 12:00 - 13:30

Location: Online

Who is it for?

Director of Resource Planning, Head of Resource Planning, Head of Forecasting and Scheduling, Senior Resource Planning Managers, Senior Scheduling and Forecasting Managers, Director of Customer Service, Operations Director, Head of Customer Service, Head of Operations.

How much is it?

Free for CCMA members

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SIG – Resource Planning: September 2024

Agenda

Book your place(s)

Where and when?

Who is it for?

How much is it?

Book your place(s)