what are "the things" one can consider for resource planing
and management
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Answer / sue pedley
Use the Workforce Planning Lifecycle as a good model to approach this:-
1. workforce profiling - who can do what now, where are our contact volumes and what skillsets are required to answer them.
2. forecast future needs - how will 1. need to change to meet future changes in demand
3. ID/analyse gaps
4. Develop strategies to address gaps & gain buy-in from stakeholders
5. Implement
6. Monitor & evaluate to prove success or make changes
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