Over the last couple of weeks I have received a number of emails from Workforce Planners who have moved from positions within the contact centre to back office and branch roles. These positions are becoming more widely available as companies move to leverage the benefits that have been achieved by workforce planning processes in contact centres. By automating many of the processes that were previously done manually in back office and branches, companies are able to save on FTE, improve their forecasting and reporting capabilities as well as leverage improved efficiencies and visibility of what is actually being done.
Over the next couple of weeks I am hoping to interview some of these Workforce Planners so that you can find out what they have to say about moving from Workforce Planning in contact centres to Workforce Planning elsewhere in the enterprise.
Don’t forget, if you are an Openwave customer, the Openwave conference will be held next week (22-23rd February) in the Four Points Sheraton Hotel. Details can be found here
. Ronene will be speaking at the conference and we look forward to meeting you there.