Online Conference Replay: The Secrets of WFM

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Back for a 3rd year, our Secrets of WFM Webinar looks the things that they don't tell you about Forecasting and Scheduling.

We look at the leading-edge research as well as lessons learned the hard way on how to solve WFM problems.

John Casey - headshot
John Casey
Ric Kosiba - headshot
Ric Kosiba
Jonty Pearce - headshot
Jonty Pearce
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Topics to be discussed
  • The Latest Thinking on Forecasting
  • Using the Erlang A formula to predict Abandon Rates
  • The Myth that Live Chat is Cheaper than a Phone Call
  • Why very few contacts have an "Average" Average Handling Time
  • Interesting correlations on WFM Data
  • Forecasting LiveChat with concurrency
  • Many more lesser known ideas