CCA Agile Workforce Survey in association with Arise |
An Agile Workforce - The Secret To Service Improvement & Cost Reduction?
This survey should take approximately 10 minutes to complete. All participants will receive a full copy of the report in advance of its launch. All responses will be treated in strictest confidence and no particular organisation will be named or attributed without prior permission.
How can you develop a more agile approach to meeting ever increasing demand and customer expectations? This research, in association with Arise Virtual Solutions, will explore whether creating a more agile workforce is the secret to service improvement and cost reduction. An agile workforce is an organised and flexible talent pool that can quickly deliver the right skills and knowledge at the right time.
The project will explore the main challenges being faced in effective resourcing and what changes organisations may need to implement to move from the ‘command and control’ environment typical in today’s contact centres. Changing that mind-set and approach requires organisations to think differently about their objectives to support customer service excellence and work towards a more flexible, evolved model.
Key questions that will be asked in this project include:
* To what degree does your organisation recruit for multi-skilled staff?
* How does your organisation currently manage available resources to best fit demand?
* What sourcing models do you use to gain flexibility?
* Does your organisation use skills-based routing?
* Do you match your agents to your customers?
* As a manager, are you consistently re-assessing your staffing needs and requirements?
* What do you anticipate your future talent needs will be and how do you think your organisation can best support this?
We would welcome your opinions on the concept of an agile workforce and encourage you to leave a comment/thought at the end the survey. The most inspirational/innovative entry will receive £100 of M&S vouchers.
Many thanks in advance for taking the time to complete the survey. Please do get in touch should you have any questions.
Best regards
Pauline Cochrane
Head of Research & Partnerships
CCA
E: pauline.cochrane@cca-global.com
T: 0141 564 9010
How can you develop a more agile approach to meeting ever increasing demand and customer expectations? This research, in association with Arise Virtual Solutions, will explore whether creating a more agile workforce is the secret to service improvement and cost reduction. An agile workforce is an organised and flexible talent pool that can quickly deliver the right skills and knowledge at the right time.
The project will explore the main challenges being faced in effective resourcing and what changes organisations may need to implement to move from the ‘command and control’ environment typical in today’s contact centres. Changing that mind-set and approach requires organisations to think differently about their objectives to support customer service excellence and work towards a more flexible, evolved model.
Key questions that will be asked in this project include:
* To what degree does your organisation recruit for multi-skilled staff?
* How does your organisation currently manage available resources to best fit demand?
* What sourcing models do you use to gain flexibility?
* Does your organisation use skills-based routing?
* Do you match your agents to your customers?
* As a manager, are you consistently re-assessing your staffing needs and requirements?
* What do you anticipate your future talent needs will be and how do you think your organisation can best support this?
We would welcome your opinions on the concept of an agile workforce and encourage you to leave a comment/thought at the end the survey. The most inspirational/innovative entry will receive £100 of M&S vouchers.
Many thanks in advance for taking the time to complete the survey. Please do get in touch should you have any questions.
Best regards
Pauline Cochrane
Head of Research & Partnerships
CCA
E: pauline.cochrane@cca-global.com
T: 0141 564 9010