SIG - Resource Planning: February 2025

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.	All
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. Join Dom, Jess and Philip from British Gas as they share their journey, giving you loads of insights into award-winning best practice.	Dom Snee, Energy Change Manager, British Gas Jess Johnson, Head of Operational Change, British Gas Philip Wells, Resource Planning Manager, British Gas
13:20	AOB & close	Kate Law, Membership & Learning Director, CCMA

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Where and when?

Date: Tue 25 Feb 2025

Time: 12:00 - 13:30

Location: Online

Who is it for?

Managers responsible for the resource planning function in the contact centre. Members only.

How much is it?

Free for CCMA members

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Attendee 1 last name: ^*

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SIG – Resource Planning: February 2025

Agenda

Book your place(s)

Where and when?

Who is it for?

How much is it?

Book your place(s)