Call centre managers can review the challenges and benefits of task blending to optimise call centre resources in a seminar session at the Professional Planning Forum next week. Ken Reid of Rostrvm Solutions will draw on twenty years industry experience to explain how managers can fine-tune the balance between real-time resource availability and demand across multiple media and multiple tasks in order to maximise staff productivity in trying economic times.
The seminar will examine methods of maximising spare capacity by mixing and matching available agents to communications requirements. Delegates will benefit from Ken’s extensive industry experience of optimising call centres using call blending and learn how business rules can be employed to meet operational targets, service levels and staff motivation needs, as well as how to use call blending to handle multi-channel enquiries. 
Ken Reid explains, “The modern contact centre still tends to operate in silos, with the inbound and outbound operations kept segregated. But it’s inevitable in an economic downturn that workforces will be trimmed-down and streamlined, so it makes sense to maximise the skill set of existing staff. By employing a call blending solution, managers will ensure that there are enough agents to handle calls when the volume is high, and that productivity levels do not slip when calls are fewer and further between. 
 “The importance of call blending is growing all the time; and those failing to implement it will lose out in the long run. The role of the contact centre is expanding and becoming more complex all the time, so to allow agents to handle a range of contact media – phone calls, email enquiries – will only serve to increase its effectiveness.” 
Rostrvm Solutions is a leading provider of contact centre software applications that make call centres and contact centres work efficiently and effectively. To find out more about the seminar and conference programme, please visit: http://www.planningforum.co.uk/

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