This webinar explores staff resourcing methods and planning for service desks, with guest presenter Craig Lee from CGI.
Key points covered:
• Understand demand
• Service levels
• Resource/ Scheduling of Staff
• Reviewing what has happened (continual improvement)
Craig is Head of planning and scheduling for the service desk at CGI. He has been involved in resource planning within service desks and contact centres for over twelve years, working across multiple sectors, including telecommunications, Financial services, insurance and IT.