Online Conference Replay: The Secrets of WFM

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In this webinar we share the secrets of Work Force Management - how to improve forecasting, scheduling and resource planning.

Looking at a range of techniques and tools, we explore the latest thinking around how to ensure that you have the right numbers of staff available, at the right times.

Panellists
Paul Jackson-Moss - headshot
Paul Jackson-Moss
The Forum
Ric Kosiba - headshot
Ric Kosiba
Genesys
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
Topics to be discussed
  • Forecasting
  • Scheduling
  • The best shift patterns
  • Ways to improve forecast accuracy
  • Reducing the use of overtime
  • Adherence, Shrinkage and Absence
  • Designing better spreadsheets
  • Workforce Management Tools
  • Use of technology
  • Top tips and Questions from the audience