Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: An Introduction to Workforce Management Technology

Published On: 27th Jun 2012 10:22

Webinar on workforce management technology.

Agenda

Introductions – Jonty Pearce, Editor, Call Centre Helper
Introduction to Workforce Management – Stephen Thurston, Director, Business Systems
Workforce Management (WFM) Features – David Evans, Analytics Consultant, Business Systems
Tips from the audience – Send in your tips during the webinar

Winning tip; “Consider using a group of “flexible” agents who are happy to alter shifts on a regular basis with minimal notice – they can then help to plug the gaps caused by those who prefer the more rigid shifts.” thanks to Suzanne Aylmer

Interactive Q&A – Live questions from the audience

Topics to be discussed

Spreadsheets vs workforce management software
How workforce management software works
Forecasting
Planning
Scheduling
Real-time planning
Shift patterns and shift swaps
How it connects to your telephone system
Cloud-based and on premise
How to make the business case

This webinar is brought to you by Call Centre Helper and is sponsored by Business Systems.

Original Webinar date: June 2012

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Recorded Webinar: An Introduction to Workforce Management Technology

Agenda

Topics to be discussed

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