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Public Sector Contact Centre Workforce Management

24th February 2009, London

This workshop focuses on the unique environment of the contact centre.  Managing your contact centre workforce effectively requires a balance between the needs of the organisation, contact centre staff, and customers.

Having the right people, with the right skills at the right time in your contact centre is critical to saving money and delivering services efficiently.  This is particularly challenging in the public sector where agents often require a high degree of skill and experience to be effective.

This workshop is designed to provide you with tips, techniques and ideas to ensure you have expert workforce management in place. It will enable you to maximise the performance and motivation of your workforce and reduce associated costs, such as recruitment and training costs, ensuring that you have the right people, in the right place, at the right time - both for today and for tomorrow.

This workshop will support you in delivering this by providing:

• An understanding of what workforce management is and why it is important
• A "How to" guide for aligning contact centre workforce strategy with your organisation’s culture and other internal and external requirements
• Tools to develop and implement a workforce management strategy, including creating a succession plan
• Practical tips to ensure stakeholder buy in and employee engagement
• Techniques for skill/competency analysis, planning and development
• Designing and managing career systems
• Tips to establish learning and development plans, processes and activities that can develop potential within individuals
• Ideas for employee motivation
• An understanding of behavioural types to ensure you motivate and maximise the potential of your people

Who is this workshop for?

Contact centre managers, HR managers and Operations Managers would all benefit from this workshop.

The facilitators

Karen Jones and Joanne Spencer are both experienced in delivering complex change programmes in private sector and local government settings.