The switch from bricks & mortar to work-from-home contact centres during the current crisis has posed challenges for IT, HR and Operational Management. But it’s also proven to be hugely beneficial, delivering substantial benefits for organisations and work-life-balance benefits for employees.
In this webinar we examine innovations in Planning and the homeworking operating model - including micro scheduling, peak shaving and split shifts. As well as explaining the meaning of these terms we’ll show how, by applying these innovative techniques to example scenarios, organisations can boost productivity, cut costs and deliver improved work-life-balance.
Sensée Director Rob Smale will also detail the company’s Strategic Homeworking Frame-work, a new model designed to help organisations make the right decisions about who should continue to work from home, when people should return to the office, and how to build sustainable working environments that are both safe and secure.
During an extended Q&A session, attendees will then have the opportunity to discuss their most burning contact centre homeworking issues: from how best to manage work-from-home personnel, to infosecurity and compliance considerations.
12.00 - 12.05: Introductions and Agenda (Phil Anderson, The Forum)
12.05 - 12.30: Innovations in Planning and the homeworking operating model (Rob Smale, Sensée)
12.30 - 12.35: Polls
12.35 - 13.00: Question and Answer session
With 16 years’ experience, Sensée is a specialist in home and flexible working. Our 1000+ HomeAgents deliver brilliant customer service every day for blue chips including BUPA and Allianz.