Webinar Replay: 7 Expert Ideas to Improve Capacity Planning
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We may use your personal information to send you information you have requested. Permission lasts for 24 months. Permission can be withdrawn at any time.
Do you want to optimize your contact centres staffing plans?
Of course you do!
Well, in this webinar we will share lots of capacity planning secrets that will enable you to upgrade your strategy and hit those all important service level targets.
All of this great advice comes courtesy of our three experienced planners, who have lots of great knowledge that they are ready to pass on to you.
Click here to view the slides
Click here to view the slides
Of course you do!
Well, in this webinar we will share lots of capacity planning secrets that will enable you to upgrade your strategy and hit those all important service level targets.
All of this great advice comes courtesy of our three experienced planners, who have lots of great knowledge that they are ready to pass on to you.
Agenda
- Introductions – Rachael Trickey, Call Centre Helper
- Bob Stella, KBC Bank Ireland
- Vosy Gordon, Avocado 55 Limited
Click here to view the slides
- Kristyn Emenecker, Playvox
Click here to view the slides
Panellists
Bob Stella
KBC Bank Ireland
Vosy Gordon
Avocado 55 Limited
Kristyn Emenecker
Playvox
Rachael Trickey
Call Centre Helper
What You Will Learn
- Techniques to improve forecasting and scheduling
- How to better understand call distribution
- New-age shift patterns
- Where can you better balance skill-sets?
- Good ways to improve engagement through planning
- Top tips from the audience
- Winning tip – "Include speed to competency calculations in your forecast based on new people and/or returning people to the roles They won't be 100% efficient from day 1 so phase this in line with expectation" thanks to Garry3
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