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Workshop
Overview
Matching random transaction
patterns with optimum resources is the key challenge facing
customer contact centers. Managing resources well, we can
satisfy customers at lower cost. The alternative is unsatisfactory
service, higher cost, or both. This workshop helps contact
center professionals in managing resources to get the best
of both worlds.
Customer contact centers
face the dynamics of matching appropriate resources with uneven
workload. Manufacturing units smoothen the production curve
using in-process inventory. Hotels and airlines manage the
yields on their fixed, perishable resources. Contact centers
face greater complexity with twin variations in demand and
supply. Further complication comes from the influence staffing
has on telecom requirements. Hence, Resource Management is
a key challenge facing customer contact centers.
Fortunately, transactions
follow distinct patterns amenable to forecasting. Queuing
frameworks like Erlang provide tools for resource planning
and management. This course uses these time-tested principles
to provide answers to the following questions.
- How to forecast accurately
- How to calculate telecom
and staff requirements balancing service goals with costs
- How to schedule optimally
and manage variation in real time
This workshop is designed
to help contact centers achieve better service at lower costs
by proper forecasting, capacity planning and scheduling.
Designed and delivered
by people who understand Contact Center operations, this workshop
uses contextual examples, case studies, and exercises aimed
at 'learning by doing' These practical sessions equip participants
with competencies to apply learning and deliver results!
Workshop
Objective
This workshop will help participants:
- Appreciate the importance
and business benefits of resource management - telecom and
staff
- Understand the key
drivers and planning framework of contact centers resources
- Identify data requirements
for optimal resource utilization
- Comprehend and use
tools for forecasting, determining capacity and staffing
requirements, scheduling and real time management
- Become aware of enabling
technology
- Identify common problems,
their causes and solutions
- Imbibe industry best
practices
- Increase readiness
to apply learning 'on the job' immediately
Methodology
It is an interactive workshop
that uses
- Presentations for knowledge
dissemination
- Discussions for knowledge
sharing
- Case studies for exposure
to real-life issues
- Individual and group
exercises for application practice
- Games for simulated
learning combined with fun
This methodology facilitates
faster learning, easier implementation and higher retention.
Who
Should Attend
This workshop is useful for implementers/ key managers
and supervisors interested in learning and applying the principles
of Resource Management.
- Forecasters, schedulers
and control room managers
- Operations and team
managers
- Transition and client
service managers
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