An expert presentation reflecting on how Resource Planning and WFM have evolved in the past 10 years and how they will (or won’t) change in the next 10 years. Presented by John Casey, Resource Planning Expert at CCplanning.
In his talk recorded at PlanCon 2018, a new must-attend conference for WFM heroes, John reflects on the past and future developments in the fields of Resource Planning and WFM.
Here is an overview of the main topics that John addresses in his presentation:
The planning process 10 years ago and today
The planner's skill set, how it has evolved and how planners need to change in the future
The need for Excel - will it ever go away?
Self-service and the death of the contact centre
Multichannel & Omnichannel
John Casey - Resource Planning Expert at CCplanning
John is a practical, hands on planner who has worked with many of UK's leading businesses on their resource plans. Prior to joining Ascensos as Head of Planning, John was Director at ‘The Forum’, a best practice organisation devoted to enhancing skills of customer contact professionals.