The Leading Contact Centre Magazine

Recorded Webinar: Best Practices in Workforce Management


In this webinar, we shared best practices in forecasting scheduling and resource planning.

Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Penny Reynolds – The Call Center School

Click here to view the slides

  • Chris Dealy – injixo

Click here to view the slides

  • Dean Couchman – injixo

Click here to view the slides

Please find below the Replay’s as mentioned in the Webinar –

Improving Forecast Accuracy – Click here to view the replay

Scheduling Masterclass – Click here to view the replay

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
  • Winning tip –  “Split out different channels with different call drivers so the fluctuations can be seen and not hidden, don’t group all call types into one calculation”. Congratulations to Emma8

 







Get the latest exciting news and articles straight to your inbox