As we return to our Homeworking series, our 7th event followed on from event number 3, Planning for the New Norm.

The first event in June focussed on the challenges Contact Centre planners faced when migrating homeworkers to a safe home office environment.

Our sequel, again be hosted by our Workforce Management Practice team Anne Holmes and Richard Abdy was of great interest to Contact Centre planners and Operational Leaders.

So, how did our new norm work out?

Did planning and scheduling a mix of homeworking and office-based staff work smoothly, or were there bumps along the road..

Key takeways from this event were:

  • Planning for a return to work – Post-Covid 19 – Did WFM Technology support this?
  • Did you limit the number of people in the office to maintain social distancing?
  • Working from Home and Office – How did you maintain ‘fairness’?
  • Did the planning process work, or was agility required in decision-making?
  • How was agent and planner morale during this period?
  • What has been the effect of the last six months on Employee Engagement?

This was an interactive session with a chance to question the speakers.

Here is a recording of the session.


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