BUSINESS INSIGHTS on-site . Tools , such as instant message platforms , can help , and formal and informal recognition can help employees feel respected .
Best practice # 3 : Forecast should be done in advance
Companies are increasingly turning to remote workers to maintain Business Continuity in periods of disruption , such as severe weather conditions . Therefore , it ’ s crucial for any business to regularly reassess its staffing needs and adjust forecasts accordingly . Workforce management ( WFM ) solutions should be flexible enough to adapt to new customer demands and learn from past experiences to improve future forecasts . In this way , businesses can feel confident that their teams are always prepared to meet the needs of customers , no matter what challenges arise .
Best practice # 4 : Long-term workforce planning decisions should be mapped out
Scenario planning is a powerful tool that allows contact centre leaders to build resilience and flexibility into their workforce planning strategies , breaking down barriers between the contact centre and back office operations .
In essence , it helps leaders follow a ‘ business as usual ’ scenario while preparing for a wide range of potential situations that might come their way . What ’ s more , scenario planning solutions that leverage AI forecasting provide contact centre leaders with the insights and answers they need to make more informed workforce planning decisions and better predictions .
Best practice # 5 : Flexibility should be promoted
As more and more companies adopt a hybrid or work from home model , it ’ s important to recognise the need for increased scheduling flexibility . But to achieve this level of flexibility , it ’ s essential to cultivate a mindset that embraces change and adaptability , as well as to implement practical tools and policies to support it . Examples of such tools include
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