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.

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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

How much is it?

Free to attend

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Your organisation: ^*

Organiser's email: ^*

Organiser's first name: ^*

Organiser's last name: ^*

Organiser's phone number:

Organiser's job title: ^*

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

Attendee 1 First name:

Attendee 1 Last name:

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About the speakers

Michael Sherwood

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