Industry Research : Working Practices in Today's UK Contact Centres
The following are extracts from a recent survey presented by Paul Smedley & John Casey of the Professional Planning Forum
The objectives of the research conducted amongst 180 mostly UK based contact centers was to focus on working practices, provide members with objective data and examples of innovation.
The above chart illustrates the manufacturer of systems deployed amongst the benchmark group
How Flexible Are We?
Matching supply and demand
Even Those With Fixed Contracts Do Sometimes Change
Breaks And Meals Are Usually Scheduled
Offline Activity And WFM
Real-Time Schedule Changes
Watching Or Tracking?
Managing Unpopular Shifts
Short-Notice Changes Which Working Practices Are Used Most?
What Do We Reward?
Use Of Multi-Skilling
Today's Tip of the Day - Partnership Tips
More Editorial From The Forum
About The Forum:
As champions of best practice and professional development in customer contact, The Forum are widely recognised as an innovative, inclusive and independent community of professionals who stimulate collaboration, continual learning and customer focus. Our team of independent experts offers advice and support, enabling members to make a tangible impact in their organisation and show how the capability of each support function is fundamental to the business, through specialist accreditation, qualifications and standards benchmarking. Our four communities of continuous improvement, sharing best practice and developing new approaches are: • Professional Planning Forum • Quality & Customer Experience Forum • Data, Analytics and Insight Forum • Customer Strategy & Leadership
Published: Wednesday, December 10, 2003
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