Replay+slides Webinar: Staffing Challenges & Strategies for Smaller Contact Centres

A replay and slides are available from our webinar on staffing challenges for smaller contact centres along with all of the Questions and Answers.  Click here to view the replay.

Small to medium size operations (up to 100 agents) represent the vast majority of call centres in the UK and elsewhere.

These call centres, by virtue of their size, have some unique advantages over their bigger counterparts, but also have some serious challenges when it comes to workforce planning and management. It is a fallacy to believe that small equals simple. In this workshop, we’ll discuss some of the operational truths for the smaller call centre and outline what the biggest challenges are from a workforce efficiency standpoint.

You will learn strategies that enable smaller centres to make the most of their personnel and how vendors are adapting their technologies to enable these centres to cost-justify the tools and resources that historically could only be afforded by bigger call centres.

Agenda

• 6 Staffing Tips for Smaller Contact Centres – Jonty Pearce, Editor, Call Centre Helper

Click here to view the slides

Additional links;

• Multi skill your agents
• Flexible Shifts
• Banked Hours
• The Power Of One
• The Power Of One webinar
• Duvet Days
• Think beyond spreadsheets

• Staffing Challenges and Opportunities for the Small and Medium Call Centre – Penny Reynolds, Senior Partner – The Call Center School

Click here to view the slides

Article: A Practical Guide to Seasonal Staffing Alternatives

• WFM for Small/Medium Call Centres – Chris Dealy, InVision Software

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• Interactive Questions and Answers

Contact Details:

This webinar is provided by Call Centre Helper and is sponsored by InVision. Click here to view the replay

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