Hybrid Workforce Management for Modern Contact Centers

Managing contact center operations and teams has always been a unique challenge for many companies. 

Issues such as declining productivity, difficulties in monitoring performance, and a lack of employee engagement are common occurrences. So, how can operations remain effective and efficient? The answer lies in the proper implementation of Hybrid Workforce Management.

In this episode of the Smart ConneXion podcast, our guest speaker, Ardiyoko Firmandoyo, MPHRO Solution Sales Group Head at KPSG Group, will share his firsthand experience in managing hybrid contact centers. From leveraging WFM (Workforce Management) systems and supporting technologies to ensuring fairness in performance metrics, along with case studies and practical tips for boosting team performance—everything is discussed in depth and with actionable insights.

Watch the video until the end to gain insights, strategies, and real-world solutions for managing a hybrid contact center team to stay optimal in the era of flexible work!

If you have any questions, you can contact us at:

https://kpsg.com/en/contact-us/