In this episode of CX Diaries, I connect with industry expert Dave Vernon, who shares his extensive experience in contact centre planning and management. 

As workforce efficiency remains a key concern for businesses, understanding how to optimise workforce planning becomes essential for achieving both customer satisfaction and employee engagement. Dave delves into the intricacies of balancing customer needs with colleague well-being and corporate objectives, illustrating that effective planning plays a crucial role in managing these dynamics.

With the growing trend towards hybrid working models, Dave highlights the challenges and opportunities that arise, emphasising how agility in planning can significantly impact operational success. He draws on his experiences, offering practical advice for contact centre's of all sizes and helping leaders understand the implications of their planning decisions. Additionally, the importance of continuous learning and peer collaboration in the field is accentuated, showcasing the relevance of community networks in professional development.

Listeners can expect to gain valuable insights from Dave's journey, his advocacy for the planning profession, and actionable tips to foster a culture of transparency and understanding within their teams. 

Join us for an enlightening conversation that not only addresses the complexities of workforce planning but also inspires a new generation of professionals to excel in the industry.

Be sure to check out the YouTube page for the Video version

https://www.youtube.com/@CustomerExperienceFoundation24