Calling all planning and operational personnel! This is your opportunity to explore timely business requirements. Management of the workforce via hybrid modelling. More with less, into 2023 and beyond.We are delighted to announce an exciting and insightful session as our next Planning & Analysis User Group. We welcome key speakers covering the topics which every planning and operational lead needs to make informed decisions during these challenging times. Topics Management of workforce via hybrid modelling Health & Wellbeing – Research & User Group More with less into 2023 and beyond Agenda 11am Introduction and welcome 11:05am “Hybrid work is here to stay – impacts on managing your workforce” 11:35am “Why health and wellbeing forms part of the solution” 11:45am ... Read More

Planning Personnel, this month is a time for celebration and reflection especially after the last 12-24 months and the challenges the WFM teams have experienced up and down the country. Although it is the team leaders and management that are directly dealing with the day to day challenges that have been presented to them regarding sickness / mental health / attrition etc it is our teams that have to scoop up all these pieces and make a formed jigsaw and maintain a functional call centre. During the session we will be splitting into 3 components using breakout rooms to discuss the following: What have been the most significant / top 3 challenges to your team during 2022 and how have ... Read More

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 ... Read More

Location : UCAS, Rosehill, New Barn Ln, Cheltenham GL52 3LZ Headline Topic : What objectives and performance metrics Resource Planners are assessed / performance managed on?  

Join group chair Paul Sanders, Towergate for this months insightful session. Register to attend, & receive your link >>> https://us02web.zoom.us/meeting/register/tZwsf-mgrDMjG9UjfSXGAbSUhBjt1h1j7PH2 AGENDA 10:00 – 10:05 Introductions 10:05 – 10:25 What are our top 3 deliverables for 2024? 10:25 – 10:35 With all the measures applied for our front-line staff, how and what do we assess agent performance within WFM? 10:35 – 10:50 What have been our most successful moments in 2023? 10:50 – 10:55 Closing comments and round-up