Nikki and Micki Setting The Table: Workforce Planning To Provide Gold Standard Service

In today’s constantly changing contact center, your workforce can either be one of your most important assets or a liability. As an asset, your workforce needs to be planned, optimized, and measured. If it is not, your contact center is blind to future workforce requirements and critical  gaps that hinder performance. These gaps represent the biggest constraints to effectively executing on your business strategy and hitting goals.

You will learn:

• Core focus areas an effective workforce plan needs to address to ensure your contact center can deliver on objectives 
• How to better understand the needs of your employees throughout the digital transformation and flex their schedules accordingly 
• How to employ a retrospective analyzation approach and make adjustments as needed

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