CCMA - Ask the Expert - Kim Robertson - Work Force Planning in the “New Normal”

Date: 05/06/2020

Venue: Webinar 11 a.m.

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Work Force Planning in the "New Normal" is presenting many challenges, this week we are delighted to be joined by Kim Robertson CX Director at eleven and WFM guru to discuss how contact centres must restructure their WFM model to take account of home working, new customer channels and significant changes in contact patterns. We will also look ahead to see what needs to be considered when planning for the new ways of working.

Topics to be discussed include:

  • Challenges with re-optimisation of the workforce
  • Is there an opportunity to do things differently?
  • What-ifs for the new norm

About the speaker - Kim is the Director of Customer Experience at eleven with 30 years experience working in contact centres and the finance sector, from running contact centres to building out complete organisations from initial conception to transformation. Kim has responsibility for supporting global organisations understand their integrated omnichannel strategies along with transforming their customer journeys.

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