Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Best Practices in Workforce Management

Published On: 11th Feb 2015 10:14 - Modified: 13th Aug 2025

Want to know how you could improve Workforce Management in your contact centre – and make it less of a headache for everyone involved?

In this webinar, we will be sharing best practices in forecasting scheduling and resource planning.

Topics Discussed

The latest trends in Workforce Management

The latest thinking on forecasting methods

Improving forecast accuracy

Forecasting with email and webchat

Getting employee buy-in to the planning process

Multi-skilling employees

The best schedules to use

Shift swaps and dealing with holiday requests

Using spreadsheets to forecast staffing

Top tips from the audience

Panellists

Penny Reynolds

The Call Center School

Chris Dealy

injixo

Dean Couchman

injixo

Jonty Pearce

Call Centre Helper

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

Recorded Webinar: Best Practices in Workforce Management

Topics Discussed

Panellists

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