Member Resources & Library

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Healthy Working Patterns for a hybrid world

Homework is opening up new approaches to scheduling and resource allocation. So, could hybrid working be a platform to support wellbeing and deliver different outcomes for both business and people?

Partner Article: Sensée Creates 500 New Work-from-Home Contact Centre Roles

Sensée, the work-from-home specialist, is creating 500 new permanent and temporary positions to meet the growing demand for homeworking staff.

The vacancies are for Customer Contact Advisors, Team Managers and back office staff to work for new and existing clients. Start dates are immediate.

The four stages of insight: shaping the future

Our true measure of success lies in what is done with information we provide and how much it is trusted. Take a look at this changing focus of analysis and consider what it means for your role and function, whether you are in planning, insight, quality, management or leadership.

How are customers and colleagues at the heart of our technology transformation?

Before you dive in, consider how to create a seamless journey that works for your customers and people.

Learning and leadership: you are the key

How do we develop our potential, to stay relevant and valued in a such a changing world? This article explores how we can connect learning with creating and sharing new ideas, so that we can provide vision and leadership to others in transforming our workplace.

Planning the employee lifecycle: take a fresh look at changing expectations

As a result of Covid-19, each aspect of the employee lifecycle has been challenged. This has been the chance to design and rebuild a new, joined-up approach that supports both long- and short-term strategies.

The uncertainty of planning during a pandemic has led to decisions being made with a short-term view in mind; some of these responses may turn out to be poor enduring solutions.

How to redefine your budget planning process

Budget plans are never easy, harder than ever post-COVID. Yet is the uncertainty this year an opportunity to re-define how we budget? How can it be a benchmark that drives joined-up decisions at every stage of the planning cycle? A good budget process will help us understand volatility, uncertainty, conflict and ambiguity. It aligns priorities across the organisation and shapes what we do operationally. Why not take a fresh look at what you do?

Planning for WhatsApp at Direct Line Group

In our recent network group on Asynchronous Chat, Direct Line showed how they evolved their planning for this new digital channel and the challenges they faced.

How can we forecast with no data?

What can we do when there is no history to forecast from or patterns have changed, like post-COVID? What are the alternatives to traditional forecasting techniques? Ian Robertson looks at alternative approaches to forecasting, to make reliable forecast decisions now and learn about emerging patterns of demand for the future. We need ways to use human judgement objectively, to uncover the unknown unknowns and remove potential blind spots.

Working from home in the midst of a global pandemic

Karen Christmas started her accreditation training with the pandemic and offers some top tips from personal experience.

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