Workforce Management that works for You.
Fact: Between 60 and 70% of the costs in a Contact Centre are attributed to staffing. To deliver the level of service that customers expect, companies need statistical information that cannot be managed purely by a spreadsheet. Managers today need to learn how to move away from Workforce Management and towards Managing for Productivity.
We need to make sure that we design a service methodology that meets the clients demands.
Our workshop will cover:
- The way it was: Measuring Seconds and Counting Beans
- The way it should be: Measuring Performance and Managing for Productivity
- The importance of analytics to Workforce Productivity
- Analyzing for root causes
- What to look for in Workforce Productivity Solution
- An introduction to a new Workforce Management on line learning tool made available to the industry by BPeSA.
This two hour workshop will enlighten you to think differently about how Workforce Management can truly add value and ensure a memorable interaction for all delegates attending.
Who should attend:
Anyone responsible for the Workforce Management activity and results within your contact centres
The workshop will be facilitated by Graham McLeod
|Graham McLeod has been in the customer service sector for over 22 years. He joined Siemens Enterprise Communication in 2005 to establish the Contact Centre Focus Team. Over the years, he has been instrumental in setting up almost 130 Contact Centers in a variety of industries. With a strong technical background, Graham’s focus is always to find the edge in business, using the latest technologies. In 2006, Graham established the Contact Centre Managers forum as a way for Nashua Communications (then Siemens) to “give back to the industry.|
For Reservations please see below:
Contact: firstname.lastname@example.org or 0861 678 882 – Please note that space is limited and preference will be given to paying members of BPeSA.
i-Fundi is registered with the Department of Higher Education and the Services SETA (No. 0435). Companies using i-Fundi can therefore claim back part of their skills levy when using us.
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