UKCCF Webinar

“Contact Centre Homeworking – Tips and Advice”
2nd April – 12pm to 1pm (GMT)

Operational effectiveness in contact centre homeworking calls for a very different mindset to fixed location centres – from the way homeworkers are managed to the way training, recruitment, scheduling, IT security, and communication are carried out. Your organisation’s in-house technology systems and services may also not be particularly effective at supporting home-based workers.

Chaired by homeworking industry expert Peter Ryan, this webinar will discuss the HR, operational and technical implications of transitioning to a work-at-home model, and provide best practice tips during the current global crisis.

The webinar will cover:
– How to optimise communications within teams, and provide real time support to advisors
– Creating a Business Continuity Plan for Coronavirus
– Homeworking health and well being tips
– The role of the Team Manager in a virtual environment
– How to effectively support work-at-home agents’ technology
– What does an appropriate homeworking office space look like?
– Planning and scheduling – making use of split shifts and micro-shifts
– Homeworking IT Security and Compliance

Agenda
12.00 – 12.05: Introductions (All)
12.05 – 12.15: Creating a Business Continuity Plan for Coronavirus (Peter Ryan, Principal, Ryan Strategic Advisory )
12.15 – 12.30: Contact Centre Homeworking – Best Practice Tips (Mark Walton, CEO, Sensée)
12.30 – 12.45: The Homeworking Technology Ecosystem (Nav Riyait, Technical Director IT, Sensée)
12.45 – 13.00: Questions
13.00 Ends

If you would like any further information regarding this event, please contact Michael Gray on +44 (0)7785 705587 or email: michael@uk-ccf.co.uk.

The webinar is sponsored by the Sensée HomeAgent network.