Ongoing study


New Study on Workforce Planning Challenges – 2018 Edition

Workforce planning (WFP) is a constant challenge for the management team of any customer relation centre (CRC). Adding new channels of communication and integrating new agent skills add to the complexity of processes and applications.

This new study is an update of those done in 2009, 2013 and 2016. We will analyze how planning and schedule management approaches, strategies and processes have evolved over time. We will also discuss the human resources responsible for such activities as well as the existing operational challenges.

The following topics will be covered in this study:

  1. Forecasting and production processes
  2. Activity management and production statistics
  3. Resource issues and changes

This survey should not take an experienced manager more than 30 minutes to complete.

You have until March 7, 2018 to complete the survey.

Otherwise, you can click here to download the English version of the questionnaire and send it to us.

About Us

Founded in 1996 by Pierre Marc Jasmin, Services Triad Inc. is a management consulting firm specializing in studies providing direction and assistance in optimizing customer relationship centers operations by means of process, technology and human resources.

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2360 Rue Notre-Dame Ouest, Office 312
Montreal, QC H3J 1N4
Phone: (514) 931-0663
Fax: (514) 931-4429

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