Tag Archives: workforce planning

Posts Tagged ‘workforce planning’

Forecasting and scheduling for multi-channel contact centres

It is no secret that as consumers we want to communicate with a brand when we want, however we want. In fact, most of us use two or more channels, top of which are the website (85%), phone (75%), email … Continue reading

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Chris Rainsforth on customer experience today

Chris Rainsforth, Senior Customer Contact Specialist at The Forum, talks to Business Systems about the state of customer experience today at this year’s National Quality & Customer Experience Conference.  One of the key drivers for organisations is to deliver a … Continue reading

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8 Questions you should ask your WFM vendor

Workforce management (WFM) technology provides the necessary means to maintain a productive and skilled workforce. Having the right resource, in the right place, at the right time is vital in ensuring your organisation builds a reputable and positive customer experience. … Continue reading

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3 Ways Workforce Management Can Improve Policing Efficiency

Police force command and control and contact centres operate in a highly pressurised environment where having the right amount of staff in place to handle inbound emergency calls is critical. Over the years police forces have excelled in benchmarking how … Continue reading

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Insiders Guide to Planning: Workforce Scheduling & Agent Empowerment

Last Updated August 2016 Agent workforce scheduling provides a great opportunity for the planning team to gain buy in from the operation and agents. It presents an opening to highlight the value of the team and also the benefits and … Continue reading

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