Webinar Replay: The Secrets of WFM

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Most planning managers have challenges in forecasting, scheduling and intraday management to be overcome.

Planner have recently learned a lot in terms of WFM. We picked up lots of new tips and tricks which will hold us in good stead moving forwards.

In this webinar we will share many of those tips and tricks, helping you to optimise your customer experience and potentially lower your operating costs at the same time.


  • Introductions – Jonty Pearce, Call Centre Helper
  • James Barnes, Destructive Digital
 James Barnes slides from secrets of wfm webinar Click here to view the slides
  • Faye Herring, SSE Energy Services
 Faye Herring slides from secrets of wfm webinar Click here to view the slides
  • Kristyn Emenecker, Playvox
 Kristyn Emenecker slides from secrets of wfm webinar Click here to view the slides
James Barnes - headshot
James Barnes
Destructive Digital
Faye Herring - headshot
Faye Herring
SSE Energy Services
Kristyn Emenecker - headshot
Kristyn Emenecker
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
What You Will Learn
  • Simple tricks that will bolster your WFM strategy
  • How to increase your forecast accuracy
  • New ways to schedule your team
  • How to evolve your WFM strategy for remote working
  • Fresh ideas for improving adherence and shrinkage
  • Top tips from the audience
  • Winning tip – "Instead of sending a list of schedules we need agents to swap to, we send a survey asking the agents what schedule they want, and we then select those that help us to balance out our staffing level." thanks to Danny15
Original Webinar date: 4th March 2021

Webinar Timeline

0:22: Introductions – Jonty Pearce, Call Centre Helper
4:30: Poll with results from the audience. Asking "What do you use to Forecast Contact Volumes?"
6:53: James Barnes, Destructive Digital Presentation
17:30: Poll with results from the audience. Asking "How Far out do you Publish Your Schedules?"
19:02: Quiz
22:58: Top Tips, Opinions and Questions from the audience
24:07: Faye Herring, SSE Energy Services Presentation
32:47: Take-aways from James and Faye's presentations
33:01: Top Tips, Opinions and Questions from the audience
39:24: Kristyn Emenecker, Playvox Presentation
52:41: Take-aways from Koby's presentation
53:34: Top Tips, Opinions and Questions from the audience
1:01:17: Winning Tip

Speaker Biographies

James Barnes | Destructive Digital

Workforce Planning Specialist with extensive experience of E2E Resource Planning, WFM Tech and WFM Governance. Working on an assortment of projects and roles across Europe, Africa, America and the Middle East, covering most business sectors, through WFM Optimisation James has helped many clients improve their Cost To Serve and/or Cost To Sell.

Connect with James on Social Media: Linkedin

Faye Herring | SSE Energy Services

Resource planning manager with over 10 years experience in Global planning, Outsource partner management and WFM implementation. With experience working for an outsourcer and in the energy sector, I have worked with many different technologies and implemented home working for 2.5k advisors during the COVID pandemic

Connect with Faye on Social Media: Linkedin

Kristyn Emenecker | Playvox

Passionate about all things customer

Kristyn has been a leading voice in the CX and contact center industry for more than 20 years. She has honed that love for customer in a variety of senior leadership roles across SaaS product/technology, operational, consulting, sales/marketing and corporate strategy disciplines at companies such as inContact, Mercom and TPG TeleManagement. Most recently she served as SVP Product Strategy for Verint, responsible for product and go-to-market strategy globally for Verint’s broad portfolio of 30+ Customer Engagement solutions.

Kristyn has been published in multiple trade journals and is a frequent speaker on contact center, workforce optimization, employee journey and customer engagement topics.

Connect with Kristyn on Social Media: Linkedin | Twitter