/ http://www.slideshare.net/images/logo.gif / ºÝºÝߣShare feed for ºÝºÝߣshows by User: igcdw https://cdn.slidesharecdn.com/profile-photo-igcdw-48x48.jpg?cb=1528110763 I have more than 15 years’ experience in both South Africa and the United Kingdom across multi-site and multi-channel contact centres with core skills in the following key areas: • Design and implementation of customer access strategy across multi-site contact mediums i.e. voice, web, social media, multimedia into the Omni-channel • Calculating staffing requirements for demand and workload forecasting - including budget management • Understanding of the customer’s digital transformation roadmap with detailed initiatives in achieving their business goals and objectives • Workforce optimisation (WFO) along with its processes and methodology • Consulting and training on workforce managemen...