See how introducing flexi layer teams challenged thinking and drove new strategies into the contact centre culture, supporting a reduction in sickness and attrition at the same time as improving service with less FTE.

To implement these changes, resource planning developed new MI, extracting data from the back office systems, to introduce performance disciplines more usually associated with the front office. Other initiatives included the automation of holiday requests and the introduction of new teams to support first-time resolution.

Taken from the Best Practice Guide 2007, Professional Planning Forum Ltd


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