Planning contact centre resources in a hybrid model

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.

We are delighted that Ed Creasey 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.

About the speakers

Ed Creasey

Ed Creasey is Calabrio’s Director of Pre Sales for the International market. He brings 28 years’ experience in the Contact Centre and Customer Experience industry. Ed has worked in pre-sales, consulting and operations across a wide range of organisations and market sectors, throughout the world. He has been delivering thought leadership and leading pre-sales and consulting teams for Analytics, Employee Engagement, CX and Robotics. He has a passion for engaging audiences, helping customers solve their business problems and delivering happy, reference-able clients who receive a rapid return on their investment. Previously, Ed has been Nexidia’s, then NICE’s, Director of Consulting for 12 years.

Graeme Gabriel

With over 30 years of experience of the contact centre industry, from Agent, to Team Manager, Back Office Manager, ACD Administrator, Forecaster and Scheduler as well as Head of Planning. He has spent the last 20 years engaged in training and consulting across Europe and the Middle East, helping organizations implement and reengineer WFM processes and see benefits realization from multiple platforms.

 

 

Graeme Meikle

Graeme Meikle is a Senior WFM Consultant and Project Manager for Calabrio. He has been there for over 2 years, helping to deploy WFM software using the best practices that he has learnt throughout 20+ years of Planning and Telephony experience. Working throughout a range of industries from Banking, Insurance, Communications and Private Health Care, he has learned and demonstrated how to maximise the benefits of a Workforce management team.

 

Book your place(s)


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Where and when?

Date: Wed 22 Sep 2021

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Members and non-members

Why should you go?

Get the very latest insights into the Contact Centre Consumer

How much is it?

Free to attend

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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