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Categories: Library, Awards Case Studies
As part of A&E transformation that started in 2017, following a review by external consultants, YAS created a Capacity Planning & Scheduling Department to be able to deliver accurate call and response forecasts, vehicle hour requirements and implement a dynamic workforce plan with a view to providing consistent patient care for varying patient demand across the year.
Categories: Library, Planning & Resourcing, Awards Case Studies
The Central Hub operates as the brain of on the day process and action within the Customer Contract area of Virgin Media. The team supports Virgin Media's largest division, network of 14 contact centres, 7 on and 7 offshore; and a total of 6500 agents, supporting voice, digital and back office channels. They manage the dialler and all system and building impacts which might affect the day
Working towards the mantra of “we want to offer the best service in the country” the Sky planning team are constantly looking for improvements for their customers and colleagues. Always looking for new and pioneering approaches for their customer to contact, this has seen the introduction of an invisible IVR and use of asynchronous messaging. The team is also passionate about making life easy for their colleagues and improving planning process.