Resources

Call Design is privileged to have collaborated with the team at SMAART Recruitment to research and present the Workforce Management section of the SMAART Recruitment 2023 Contact Centre Best Practice Report. An extract focusing on the WFM section of the report is now accessible for download, in addition to the complete report.

According to a summary of the findings provided by Nimesh Dhanak, CEO – ANZ & APAC, Call Design, the rise of remote and hybrid work is becoming permanent, with over two-thirds of agents, over 75% of Team Leaders and 84% of Workforce Planners working in a hybrid environment (2-3 days from home). Flexibility is a top priority for employees in the industry. Having recognised the importance of the employee experience, organisations are focusing on their workforce to improve employee engagement in order to drive productivity. Finally, in order to achieve growth, traditional workforce planning needs to evolve. This means that investing in staff development and training is crucial, along with leveraging technologies that offer scheduling flexibility and automation to free up their time for more strategic initiatives.