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

Michael Sherwood

Michael is a National and European awarding winning customer experience professional, with over 20 year’s leading front line service operations and customer experience functions for brands such as Orange, Tesco Bank, Virgin Money and Atom.

Michael’s current role is Head of Digital Experience at Atom Bank, where he is responsible for CX Insight, Customer Research, UX and Experience Design.

He is also a lead judge for the North East Contact Centre Awards, CCMA Awards and the European Contact Centre and Customer Service Awards.

With a unique combination of insight, continuous improvement, CX and operational leadership experience, Michael has a ‘total view’ of what it takes to design and deliver industry leading products and services customers love.

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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