Justin Robbins shares what should and shouldn't be involved in an effective long term planning process.
With all of the change that’s happened in contact centers over the past 10 years, it may be daunting to think about the years ahead, but it’s a necessary and revealing exercise. Strategic, long-term planning enables organizations to prepare for and anticipate investments in technology, shifts in their workforce, and evolutions in their methods for delivering service. But how far out should a long-term plan go? And what should or shouldn’t be included in the process?
In this ICMI webinar, you’ll hear from contact center expert Justin Robbins on how long-term planning has changed in recent years, what’s the most effective data for future planning, and ways to leverage the changes in technology and customer expectations to your advantage.
Attend this webinar to learn about:
- Designing long-term models for staffing and planning
- The future of occupancy, service level, and other key WFM metrics
- Benchmarks and best practices for long-term contact center planning
- The latest advances in long-term forecasting capabilities
Join us for an interactive and informative hour, complete with live audience Q&A.
Reserve your spot!