Travel & Leisure

Building a future-ready workforce management strategy amid shifting realities

Speaker/s

Aniket Godbole

CX Practice Lead, NA – WNS

Key Points

Players in the travel and hospitality industry must understand that unexpected events like the pandemic are a harsh reality amongst other challenges. A number of travel and hospitality workers switched careers, with the pandemic exposing them to risks inherent to this sector. It is impossible to say that in tomorrow’s world, similar situation may never occur. Along with having to contend with a slew of workforce challenges businesses must also cater to changing customer expectations and demand surges to keep the lights on.

How can the industry tackle the acute shortage of skilled workers? How can they align with the evolving workforce trends?

Leader from WNS share strategies to build resilience and agility by leveraging a unique combination of next-gen digital solutions and workforce management.

Innovate in workforce management forecasting leveraging self service automation, channel deflection
The future trend in workforce management – digitally enabled employee experience
Leveraging technology to improve speed to proficiency and agent performance management
Ensure operational continuity in a volatile environment with a hybrid workforce model