Recorded Webinar: Executive Briefing on Workforce Management Related Articles Workforce Management Guide 18 Workforce Management Case Studies What Is Workforce Management (WFM)? Workforce Management vs Workforce Optimization – What’s the Difference? 2,691 Filed under - Recorded Call Centre and Customer Experience Webinars, Business Systems, Forecasting, Workforce Management (WFM) Webinar on workforce management. If you want to run an efficient contact centre, you need to match the number of staff on duty with the volumes of calls, emails and web chats coming in. Too many staff and it costs you money. Too few staff and you get long queues and poor customer service. That’s where Workforce Management (WFM) technology comes in. It makes it much easier to forecast call volumes and to schedule staff. In this interactive webinar we looked at best practice when using Workforce Management technology in the contact centre. Agenda Introductions – Jonty Pearce, Call Centre Helper Executive Briefing on Workforce Management – David Evans, Business Systems and Colin Whelan, Professional Planning Forum Your tips Winning tip – “Top Tip – Preference Based Scheduling is a great motivator for getting agents to work when it suits them and the business.” thanks to James All the tips from the audience have now been turned into an article 17 top tips for workforce management Click here to download our Monthly Forecasting Excel Spreadsheet Template Interactive Q&A – Live questions from the audience Topics to be discussed Forecasting call volumes Forecasting emails and back-office forecasting Planning Scheduling staff Shift swaps Attrition and shrinkage Multi-skilling challenges Use of spreadsheets Erlang calculations and simulation Cloud-based WFM Top tips from the audience Interactive questions and answers This webinar is brought to you by Call Centre Helper and is sponsored by Business Systems. Original Webinar date: May 2013 Author: Jo Robinson Published On: 7th May 2013 - Last modified: 6th Apr 2021 Read more about - Recorded Call Centre and Customer Experience Webinars, Business Systems, Forecasting, Workforce Management (WFM) Recommended Articles Workforce Management Guide 18 Workforce Management Case Studies What Is Workforce Management (WFM)? Workforce Management vs Workforce Optimization – What’s the Difference? Related Reports Report: Best Practices for Global Product Leadership in WFM and Intraday Automation Report: The Evolving Contact Centre Landscape eBook: Break Outdated WFM Paradigms eBook: Learn the Best WFM Practices of CX Winners Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter