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

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• Chris Dealy – injixo

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• Dean Couchman – injixo

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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