Smart Call #56 – Get the best out of workforce management
April 24th, 2009This week’s smart Call is brought to you by NSC and features Vicki Herrell, Executive Director of the Society of Workforce Planning Professionals.
Vicki joins us with her tips on how to get the best from workforce management tools.
We also have part two of our sponsor feature with Anthony Seaegg, former national chairman of the ATA and now Director of ICT Group. Anthony continues his talk about turning a contact centre into a profit centre.
We also welcome back Dr. Catriona Wallace of callcentres.net to help us analyse the week’s news, which includes:
- The contact centre with a culture of sarcasm
- More on Steven Fielding’s ‘No Offshoring’ bill
- Is it wrong to hire out of work geniuses in your call centre?
- Australia’s national broadband network – what does it mean for customer service?
