It was great to be able to spend yesterday with around 300 other resource planning professionals in Harrogate at The Forum Customer and Strategy Planning Conference 2018. Many thanks to the organisers for the invite.
The contact centre sector has certainly got its act together. Members are being encouraged to share best practice experiences and look at innovations in systems and processes. Judging by the attendance and engagement at this event business stakeholders are embracing the challenges and opportunities.
There are many good lessons to be learned here for businesses across other sectors that have the equivalent requirements for operational workforce planning, to manage budgets and operating costs. We all have the same productivity puzzle to solve.