Strategic Management

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Stuti Bisen

Krishnesh Mehta

PGDPD

Strategies for Managing The Workforce In Contact Center Industry

This project taps insights and makes the organization aware of the challenges and opportunities that can be used to device approaches in the future, further exploring strategies to transform the concept of “managing workforce” to “harmonizing the workforce”.

Keywords: Workforce management, Contact centres, Agents, Planning, Forecasting, Scheduling, Agent-supervisor relation, Empowering agent, Sarathi

Master of Design (M.Des.)

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