Recorded Webinar: An Introduction to Workforce Management Technology


  • Introductions – Jonty Pearce, Editor, Call Centre Helper

Click here to view the slides

  • Introduction to Workforce Management – Stephen Thurston, Director, Business Systems
  • Workforce Management (WFM) Features – David Evans, Analytics Consultant, Business Systems

Click here to view the Business Systems slides

  • 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

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.

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