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
