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Welcome To Resource Planning Consultancy
Call
centre, Contact Centre, Consultancy, Consulting, call, customer service,
forecasting, scheduling, qmax, q-max, IEX, Totalview, resource, planning,
planner, analyst, work force, wfm, management, skill, strategy, strategic,
strategy, IVR, voice menu, Robert BRidgewater
Resource Planning consultancy workforce
management call centre contact centre intraday adherence operational planning
Forecasting, Scheduling, Budgeting,
Operational Planning, and Intraday management are the
usual resource planning outputs and resource planners
are frequently called upon to provide analysis for other
types of management information including Shrinkage,
Attrition and Skills analysis.
Call
centre, Contact Centre, Consultancy, Consulting, call,
customer service, forecasting, scheduling, qmax, q-max,
IEX, Totalview, resource, planning, planner, analyst,
work force, wfm, management, skill, strategy, strategic,
strategy, IVR, voice menu, Robert BRidgewater
Balancing budgets and service levels in contact centres
can be a challenge. Especially when traffic
levels are impacted by events that you can’t always
control and haven't planned for. Challenging that
is, but not impossible…it just takes a little time,
preparation and co-operation. Call
centre, Contact Centre, Consultancy, Consulting, call,
customer service, forecasting, scheduling, qmax, q-max,
IEX, Totalview, resource, planning, planner, analyst,
work force, wfm, management, skill, strategy, strategic,
strategy, IVR, voice menu, Robert BRidgewater
But its not just about getting the
numbers right. Quality is a significant
consideration in developing brand loyalty and customer
retention. Defining and measuring quality can be
difficult but increasingly resource planning also has to take
account of the impact quality driven activities have on
average handling times and scheduling. What does
the brand voice consist of? What does it sound like and
how can it be written?
The
language and syntax required for email
correspondence will be different from that used in
conversation, web chat or over the telephone. All
these media present opportunities to reinforce brand
values using language and its delivery to do so - but at
what cost?.
Call
centre, Contact Centre, Consultancy, Consulting, call,
customer service, forecasting, scheduling, qmax, q-max,
IEX, Totalview, resource, planning, planner, analyst,
work force, wfm, management, skill, strategy, strategic,
strategy, IVR, voice menu, Robert BRidgewater
As the development of increasingly sophisticated customer
service is driven by customers and competition alike,
managing multi media contact centres becomes ever more
complex. And as contact centres develop,
different skills need to be trained and managed. Inevitably, consolidating resources
across various media becomes fundamental to success but
this begs various questions - What skills do I need,
when and to what extent? Aligning
management information to core activities such as
customer journeys, value and frequency as well as
current and future goals, will give you real insight
into your skill strengths whilst potential weaknesses will be
exposed automatically. Comprehensive Skills
Planning allows you and your management
team to focus on what you need to train or develop, to maintain
success, now and for the future.
Call
centre, Contact Centre, Consultancy, Consulting, call,
customer service, forecasting, scheduling, qmax, q-max,
IEX, Totalview, resource, planning, planner, analyst,
work force, wfm, management, skill, strategy, strategic,
strategy, IVR, voice menu, Robert BRidgewater
Increasingly
there is a focus on
productivity. Executives are keen to realise value
for money and need to prove
efficiency and effectiveness. But
with telephony, email and mail often measured separately
it can be hard to get a comprehensive picture.
Examining shrinkage, adherence to schedule and agent
utilisation together, may go further towards providing answers. Call
centre, Contact Centre, Consultancy, Consulting, call,
customer service, forecasting, scheduling, qmax, q-max,
IEX, Totalview, resource, planning, planner, analyst,
work force, wfm, management, skill, strategy, strategic,
strategy, IVR, voice menu, Robert BRidgewater
Picking the right consultant can be challenging too. You
want someone that has experience, industry knowledge,
and, of course, innovative ideas. Robert
Bridgewater will work
with you to develop appropriate, practical
resource-planning methodologies that will help your
organisation meet it's challenges and deliver optimised performance and
efficiency, consistently – for customers and
other stakeholders alike.
Please get in touch for more information
or to join the mailing list. I look forward to working
with you.
Robert Bridgewater
info@ResourcePlanningConsultancy.co.uk
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