Futuregen is registering for 2 CCAS (Call center Association of Singapore) events. These are:
- Workforce Management by Julie-ann Hazlett, Education Manager of Call Design on Thrusday July 31, 2008 and
- Site visit to CPF Contact Center on August 1, 2008
The Workforce Management will tackle the following topics:
- Introduction to Call Design
- Define workforce management.
- List the implications of overstaffing/understaffing.
- Describe why call-centre staffing is a unique kind of problem.
- Outline the perspectives and goals of each stakeholder group and how workforce management impacts each.
- List the basic steps of workforce management.
- Describe the role of the supervisor in the workforce management process.
- Open forum discussing workforce management issues
The Site Visit to CPF is significant because CPF Contact Center was awarded the Bronze winner for Best Contact Center for the year (under 100 seats).