This workshop is designed to give you an opportunity to plan your levers in real-time so that you can begin to put a process in place which means that everyone knows how they should behave depending on how busy your centre is.
- Designing rules: what is busy, what is quiet?
- Establishing priorities: which activity when?
- Assigning responsibilities and review process
- What can be automated?
Alison Conaghan began her career in Contact Centres in 1999 as an agent. Following four years taking calls and answering emails for various clients in the outsourcer Stream International Alison joined the Resource Team. This included various roles including intraday, planning, forecasting and scheduling within a multi-site, multi-lingual environment. Alison then moved to gem where she quickly leveraged her technical expertise to create innovative new forecasting and capacity planning models that catered to the challenges of the outsourced business; forecasting demand in a segmented multi-channel, multi-lingual operation while accounting for economy-of-scale benefits driven by cooperation and multi-skilling to sustain exceptional customer results within highly competitive pricing models. Her deep routed knowledge of the planning processes also allowed her to effectively guide the integration of a new WFM solution, maximising it’s value to her business.