Replay and slides from Webinar – The Power of One in Call Centre Staffing

A replay and slides are available from our webinar on Call Centre Staffing along with all of the Questions and Answers.  Click here to view the replay.

Can a single agent make the difference between achieving your service level goals and missing them? You bet! Workforce management is all about getting exactly the right number of people in place at the right times to respond to customer contacts. Getting this wrong, even by just one agent, can make all the difference between success and failure.

We take a look at the  critical components of getting to the optimal headcount in your centre.  You’ll learn about the fundamental calculations associated with call centre staffing, including how to quantify the impact of improper staffing numbers on service delivery, staff occupancy, and bottom-line cost.  Hear about clever ways call centres around the globe are communicating “power of one” concepts to their staff to ensure everyone understands the importance of schedule adherence.

Agenda

• Introductions – Jonty Pearce, Editor, Call Centre Helper
• The Power of One in Call Centre Staffing – Penny Reynolds, Senior Partner – The Call Center School

Click here to view the slides

• Using WFM to Manage the Power Of One – Chris Dealy, Invision Software

Click here to view the slides

Contact Details:

For more information please e-mail Penny Reynolds or Chris Dealy

Topics to be discussed:

• Translate call workload into “bodies in chairs” numbers
• Describe the impact on service of overstaffing or understaffing
• Calculate staff occupancy rates and how to maximise productivity without burnout
• Consider the many hidden costs of understaffing
• Outline what WFM capabilities are needed to manage “the power of one” effectively

As a bonus for attending the webinar, participants will receive:

• A white paper on “The Mathematics of Call Centre Staffing: Managing a Call Centre by the Numbers
• The Call Center School’s popular Quikstaff staffing calculator for staffing what-if questions
• A complimentary e-learning licence to a workforce management training program from The Call Center School (Please read through the following and select the class you want (one per person) and notify Chris Dealy on the contact details above.   Chris will then send an email to Call Centre School to activate the license for the course.)

This webinar is provided by Call Centre Helper and is sponsored by InVision Software.  Click here to view the replay.

28 Sep 2011 - Filed under Webinars , Invision Software

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