Presented by: Penny Reynolds, Co-Founder of The Call Center School; John Frehse, Chief Strategist, Core Practice
On Demand Date: August 2011
Many workforce planners and contact center executives believe and run their businesses with the following personnel assumptions:
- The center needs to respond to 80% of calls within 20 seconds.
- Overtime is expensive and should be avoided.
- Additional pay will motivate staff to work undesirable schedules.
This kind of call center logic may be costing you money as well as preventing you from creating the most adaptable, effective staffing plan.
In this workshop brought to you by The Call Center School and Core Practice, you will hear about new ways to think about these important staffing decisions. Review speed of answer goals and how to quantify the financial impact of these service decisions. See how overtime might be the cheapest way to get the staff coverage you need. And finally, hear about shift and schedule designs that not only provide a more effective match between workforce and workload, but make staff happier too. If you are responsible for staff planning and budgeting for 2012, you can’t afford to miss this session.
ABOUT THE PRESENTERS
Penny Reynolds is a Founding Partner of The Call Center School, where she heads up curriculum development. She develops and teaches courses on a wide variety of call center topics and speaks at many industry conferences and association meetings. Penny has spent over twenty years in the call center and telecommunications industry, and is known as an industry expert on topics such as workforce management, application of call center technologies, and general call center operations and people management.
John Frehse is Chief Strategist with Core Practice and speaks around the world on a variety of best practices in the labor management field. His experience covers a wide array of strategic issues…from analytical resource deployment modeling to implementation planning and execution. He worked at CCG as a Senior Project Manager. During the acquisition of CCG by Blue Pumpkin Software in 2000 he transitioned to business development and became the Best Practices Advocate for labor management strategies and lectured internationally on this topic. John brings a wealth of knowledge to this subject and a passion for corporate education on labor strategy and industry best practices. He is the world's leading authority on lean labor strategy.
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