Recorded Webinar: Best Practices in Workforce Management


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 - Headshot
    Penny Reynolds
    The Call Center School

    Chris Dealy - Headshot
    Chris Dealy

    Dean Couchman - Headshot
    Dean Couchman

    Jonty Pearce - Headshot
    Jonty Pearce
    Call Centre Helper

    Author: Megan Jones

    Published On: 11th Feb 2015 - Last modified: 28th Feb 2023
    Read more about - Recorded Call Centre and Customer Experience Webinars, , ,

    Follow Us on LinkedIn

    Recommended Articles

    A picture of the WFM concept with wooden blocks
    Workforce Management Guide
    18 Workforce Management Case Studies
    A picture of the word "rules" on a red background
    Workforce Planning: 20 Fundamental Rules
    10 Workforce Management Best Practices That You Should Know