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Planning, Analysis & Insights User Group

Wednesday 8 February, 2023 @ 11:00 am - 12:00 pm

AGENDA

WELCOMES & INTRODUCTION

MAIN SESSION: “More with Less – The Management of Shrinkage and Emerging Insights post COVID-19”

We will discuss the budget and financial challenges surrounding the request for additional staff, cost cutting through technology and change of strategy whilst aiming to maintain exceptional level of service to our stakeholders.

We will cover the topic of shrinkage and our change of how this is applied across our volume business for 2023 following challenges to this metric. We will also cover the monitoring of impact post internal training / coaching shrinkage.

Discussion point 1: How do others calculate and implement shrinkage within their respective businesses?

 

QUICK POLL: “How many businesses have implemented and use Adherence scoring and what have been the key improvements?

 

OPEN DISCUSSION: “Emerging Insights post COVID-19”

In this section we will open the topic of changes in customer behaviour that have impacted the ability to accurately forecast / plan. Members will be placed into “breakout groups” to discuss their experiences before presenting to the wider group.

 

WRAP UP

The session will be summarised followed by an update on the location and content of the next session.

Details

Date:
Wednesday 8 February, 2023
Time:
11:00 am - 12:00 pm
Event Categories:
,

Organizer

South West Contact Centre Forum
Email:
info@swcontactcentreforum.com

Venue

Virtual / Online

Registrations are closed for this event