HR GENIUS BLOG
SHARING NEWS, IDEAS, THOUGHTS AND ADVICE AROUND THE WORLD OF HR!
Customer service does not end at the contact centre, leading companies realise that; it is the entirety of the customer journey that shapes the image of customer centricity.
Modern contact centres help companies find new sources or profit and improve customer satisfaction thanks to innovations implemented in the back office.
Did you know that utilisation rates of today’s back office are as low as 50-60% ?
But what can be done to improve on those, what solutions should be incorporated by managers to fix the issues?
- Accurate Forecasting Tools – minimizing overstaffing and understaffing
- Capacity Planning – accurately calculating and allocating resources
- Resource Utilisation – managing resource capacity and meeting service level agreements even under changing conditions
- Scheduling Tools – managing contact centre adherence, planning and optimizing schedules according to skill-sets and workloads, efficient management of home-working employees