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Enterprise Planning: enabling customer focus beyond the contact centre

Published on 27 April 2018

Enterprise Planning: enabling customer focus beyond the contact centre

More planning teams are expanding their role, planning for Back Office Claims, Field and Branch. Planners work with people who have years of experience in these areas. The planning team and the operations have lots to learn from each other and when we work together we can see amazing results. There are some key points that to look at when working beyond the contact centre.

Where do we get the data from? It is not as easy as taking the data from the phone system. We need to work out how long a task takes and take into consideration how long it takes to travel between jobs or how to count footfall into a branch or store. If we have planned for work such as Back Office or email, we know how to measure these tasks. Engineers will have some sort of electronic device on which they record their jobs or at the very least a time sheet to complete. While our stores will record each sale they make and we can carry out a time and motion study to look at how often they deal with queries that don’t result in a sale. So, we can use this data to create a forecast and track performance.

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First Published in the 2018 Best Practice Guide

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Author: Leanne McNamee

Categories: Library, Planning & Resourcing

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