SILVER LINING SOLUTIONS ANNOUNCES THE LAUNCH OF A GLOBAL RESEARCH INITIATIVE
The Forum and Silver Lining Solutions are conducting a global research initiative to reveal how contact centres around the world tackle the scheduling of all offline activities.
Debbie May, General Manager - Americas, Silver Lining Solutions, responsible for leading this global initiative comments: “Organisations are already reaping the benefits from workforce management systems for online activities, yet many are not geared up for offline activities. This represents a significant opportunity because, in many contact centres, streamlining and automating the scheduling of offline activity will unlock considerable operational and cost efficiencies.”
From this survey, we will prepare a research report which will be sent to all survey participants. Phil Anderson, Community Development Manager at The Forum adds: “Offline activities represent a struggle for many of our members. Classroom training, e-Learning, Coaching, 1-2-1’s, Group huddles, Team meetings, Departmental events, ‘to do’ actions and specific tasks all need planning. And that’s not simple because it’s not just scheduling the participants, it’s the managers, trainers and rooms too.”
The survey will be open until 15 October and the results will be published at the end of November 2016. Participants have the opportunity to be included in a prize draw to win an Apple Watch by leaving their name and an email address. Of course, responses are anonymous, all results will be aggregated and participant details will not be released to any 3rd parties or used for any other purposes.