The flexibility toolkit

Research from 2011 highlights a wide range of methods being used to schedule staff – in fact a total of 18 different flexibility options being used in contact centres today. Using this research we have created a ‘flexibility toolkit’ for use by all centres to help you to review all the options, assess what might work best in your organisation and access the right support – our flexibility toolkit – to help you to implement the best solution.
This article will help you to understand the pro’s and con’s of each option and provides you with top tips on successful implementation and a flexibility toolkit to help you on your way.

Read the full article.print

Take a look at these articles, videos and links
Flexibility is more than Scheduling - Report from the 2012 Regional Seminars
Homeworking and life style shifts – what makes them work well?
Managing volatility: how much flexibility do we actually need?
See the latest articles on Planning for People
See the latest articles on Scheduling
Volatility and Flexiblity


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