No one could have predicted the unprecedented events of the last few weeks and how it would affect contact centers across the globe. Organizations have reacted rapidly to a new way of working and for many, the necessary changes will open opportunities for a more flexible workforce in the future. Maximizing efficiency of your contact center and exceeding customer expectations will always remain a key priority, along with accurately forecasting workloads and ensuring the right resources are available where you need them.
In this webinar, we discuss the ‘shift’ in WFM – how bidding and changing shift patterns can play an important role in staff recruitment/retention.
• How to gain a competitive edge
• Is 9-to-5 a thing of the past?
• How to increase productivity from flexible workers
• Retaining your existing staff and attracting a new workforce