who are the key stake holders in resource management
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Answer Posted / sue pedley
Your key stakeholder is the agent themselves, without their buy-in, engagement and understanding of how they effect their own adherence and ultimate achievement of contact centre SLAs your resource plans will fail.
The agent team leader is a key influencing layer that will help you with agent engagement and as such is a vital stakeholder.
Ultimately your customers calling in are a stakeholder as they will see an improvement in call answer times, talk time and resolution to their enquiry/problem etc.
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