Originally broadcast Thursday 29th April 2021, 13:15

Balancing contact centre staffing with demand is tough Discover how Nationwide tackled this challenge along with many others by introducing Intraday automation into their business. Lateness reduction of 75%. 5% improvement in adherence. 1.3% Shrinkage reduction. 15% reduction in manual tasks, allowing the team to be value add Analysts instead

Originally broadcast Wednesday 28th April 2021, 14:15

The past 12 months have been rocked by disruption; and with lockdown lifting, what are the important factors and considerations you should take into account when planning for your teams to return to the office? Join Chris Haggis, Chief Operating Officer at Sabio as he shares Sabio’s plans and provides his insights into the challenges, research, attitudes, safety protocols, systems/processes and long-term plans you should be thinking about.

Originally broadcast Wednesday 28th April 2021, 10:30

The Engagement Capacity Gap… and How to Close It: The new research propelling resourcing strategies Discover the latest study on the fast emerging, and critically important Engagement Capacity Gap – the difference between resources available to meet customer demand and the exploding volume of customer interactions and communication channels.

Originally broadcast Tuesday 27th April. 2021, 12:30

How to support your agents better in remote operations by optimising the delivery of coaching and training Want to find out how to support your agents better in remote operations by optimising the delivery of coaching and training? Hear how real time planning & operations teams at British Gas delivered this with the help of Intradiem’s award winning Intelligent Automation Technology solution. Join a panel of business leaders facilitated by Matt Rumins (Head of Customer Success) to discuss the engagement & effectiveness improvements and tangible results that leading organisations are experiencing with Intelligent Automation.

Originally broadcast Monday 26th April. 2021, 13:15

Fear of missing out? New technological advancements in self scheduling and micro shifting. Planners and Schedulers are under increased pressure to provide hyper flexibility in the scheduling methodology and the general opinion is that micro shifting is too confusing and complex to manage. Life may have changed for all of us; for some, this means the ideal schedule is a couple hours early, a few hours midday and maybe a couple of hours later in the day.