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Published on 23 July 2020
In the new work-from-home era, contact centres are facing a paradigm shift in intraday management. Intraday contact centre activity has been dramatically disrupted, and the scheduling needs of agents, who are juggling work and personal responsibilities in the home, have been turned upside down. Amid ongoing change, contact centre managers who are also working remotely need to keep agent performance consistent throughout the day and ensure that staffing is optimised.
Join our webinar to learn more about:
- The root causes of the new work-from-home challenges.
- The unique technologies and techniques that can solve these challenges in the contact centre.
- New opportunities to improve performance and create more elastic intraday staffing in work-from-home models.
Sue Bolt is an expert in workforce management, with extensive experience working at companies that include NICE, where she currently serves as a WFO solutions manager, in addition to Barclays and T-Mobile.
Author: Alison Conaghan
Categories: Scheduling & Wellbeing Recording, Partner Webinar Recording