CCP’s Post

It's inspiring to see the growing acknowledgment of the critical role played by WFM staff in various organisations. Their impact on effective forecasting, planning, monitoring, and analysis cannot be overstated, significantly benefiting both agents and the customer journey. These professionals are often the unsung heroes of our contact centres, driving essential operations behind the scenes. In today's high-pressure environment, with increased demands both financially and mentally, it's crucial to recognise and appreciate the remarkable contributions of your WFM team. This article sheds light on some often overlooked yet essential points that are key to optimising operations. If you are a WFM specialist seeking a new opportunity or if you are eager to work with an unsung hero, don't hesitate to reach out. Let's connect and explore potential collaborations that can enhance operational efficiency and drive success. #ccp #wfm #contactcentres #workforcemanagement Mark, Adam, Danielle, Daniel, Oakley, Abi, Sian. https://lnkd.in/e-bFJSAB

Good Morning All, Hope everyone had a good weekend. As promised here at CCP we want to share weekly insights into the recruitment world, whilst also giving you food for thought 💭 This weeks insight is attracting and retaining Gen Z professionals. This year we will see Gen Z (born between 1997-2012) overtake the number of Baby Boomers in the workplace. Tech-savvy Gen Z are flagged 🚩 as being the most disruptive generation yet and will make the biggest changes to the workplace with their different approaches to ways of working and work/life priorities. Organisations will need to change and adapt their employee value proposition and recruitment processes to align with what is important to Gen Z, including their desire for expedited career development, instant gratification from tasks/projects and preference for remote/hybrid working. 🚀 23% of the workforce will be Gen Z in 2024 🚀 9 out of 10 Gen Z see remote/hybrid working as the biggest lever when choosing a role 🚀 57% of Gen Z would leave a role due to lack of professional development opportunities. Key takeaways on attracting and retaining Gen Z professionals 1️⃣ Assess your business’s need to hire Gen Z professionals over the next 12 months. 2️⃣ Consider whether your current employee value proposition matches the needs of Gen Z. 3️⃣ Review your working practices to ensure they cater for all levels of professionals including Gen Z. 4️⃣ Consider what flexible working options you can offer to attract Gen Z and ensure you develop effective strategies for managing remote teams. 5️⃣ Review the learning and development opportunities you offer to help attract and retain Gen Z professionals. At CCP we partner with business and help guide them through business change and improvements as we hear 1st hand what people want from an employer! I would love you to reach out and see how we can support. Have a great day from everyone at CCP Mark Conway Tim Campion Oakley Hodges Danielle Clarke Abi Fryers Daniel Bryant #GENZ #upthegame #recruitment #flexibleworking