Contact Centre Workforce Optimisation

Research into scheduling, technology, and wellbeing practices that improve contact centre performance.

Contact centres sit at the sharp end of customer experience, and workforce optimisation, the right people, in the right numbers, at the right times, with the right tools, has a direct impact on both customer satisfaction and staff wellbeing.

This research theme covers scheduling and forecasting practice, the responsible use of AI in call routing and quality monitoring, and approaches to reducing burnout in high-volume service environments.

It directly informs CICRM's AI for Frontline Customer Engagement workshop and our contact centre management qualifications.