Mastering Contact Centre Planning and Workforce Management with Dave Vernon

CX Diaries - with Keith Gait

Meet our guest, Dave Vernon, an award-winning guru in contact centre planning and workforce management. With two decades of industry experience under his belt, Dave takes us on a riveting journey through the world of workforce planning. He unravels the layers of the industry, starting with the importance of an efficient workforce in business operations. He explains how proper planning of this resource can help maintain a balance between the needs of the customer, the colleague, and the operations.
As we shift gears into proactive Intra Day operations, Dave enlightens us on the revolutionary role of technology in contact centre operations. He talks about the need to look out for colleagues and customers alike while keeping a keen eye on meeting the company's objectives in real-time. Smaller contact centres aren't left out either, as we delve into methods of justifying the cost of Workforce Management. We also discuss the intricate balance of meeting customer needs and maintaining operational efficiency.
The last leg of our discussion takes us through the importance of training and knowledge sharing, especially within smaller contact centres. Dave joins us in exploring how to bridge the gap between planning teams and the top executives. From his expansive career journey, he brings to light the challenges of demonstrating the value of planning and workforce management. As we wrap up, Dave leaves us with invaluable advice on team management and development, reminding us of the importance of setting clear boundaries and understanding the consequences of our decisions. Join us for this insightful conversation, where we don't just learn about contact centre planning and management, but also gain invaluable career advice along the way.

章节

1. Mastering Contact Centre Planning and Workforce Management with Dave Vernon (00:00:00)

2. Contact Centre Planning and WFM Importance (00:00:33)

3. Shifting to Proactive Intra Day Operations (00:10:40)

4. Contact Center Principles and Influencing Executives (00:13:56)

5. Career Journey and Overcoming Challenges (00:21:28)

6. Team Management Challenges and Development (00:26:15)