Webinar Replay: The Best Kept Secrets of WFM

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Yes, you read that right! We are back for a fourth year, with one of our most popular topics, as we help you to run the most efficient contact centre operation possible.

So, if you are struggling to accurately forecast contact volumes, create shift patterns that fully engage your teams or effectively monitor real-time performance – this is the webinar for you!

Also, even if you're not struggling, there just might be a little tip that you can pick-up from our two leading industry experts that will help you to run an even smoother operation.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Jonty Pearce, Call Centre Helper
 Jonty Pearce slides from WFM webinar Click here to view the slides
  • John Casey, CCplanning
 John Casey slides from WFM webinar Click here to view the slides
  • Mike Murphy, Genesys
 Mike Murphy slides from WFM webinar Click here to view the slides
John Casey - headshot
John Casey
Mike Murphy - headshot
Mike Murphy
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
What You Will Learn
  • The fundamentals of resource planning that you mustn’t forget
  • The latest techniques in forecasting
  • Boosting engagement through designing shift patterns
  • Adding flexibility to schedules
  • Where can WFM tools help?
  • Top tips from the audience
  • Winning tip – ""Availability will often change due to at-home responsibilities. regular check-ins with your teams to query preferences/availability especially those that are quieter will ensure full engagement during working hours" thanks to Toni1
Original Webinar date: 4th June 2020

Webinar Timeline

0:10: Introductions – Jonty Pearce, Call Centre Helper
4:20: Jonty Pearce, Call Centre Helper Presentation
13:31: John Casey, CCplanning Presentation
21:09: Poll with results from the audience. Asking "What is Happening to Your Volumes Compared to Forecast?"
29:38: Poll with results from the audience. Asking "Are your Staff More of Less Productive Working From Home?"
38:13: Take-aways from John' presentation
38:54: Quiz
43:28: Top Tips, Opinions and Questions from the audience
47:15: Mike Murphy, Genesys Presentation
57:21: Take-aways from Mike's presentation
57:52: Top Tips, Opinions and Questions from the audience
1:00:48: Winning Tip

Speaker Biographies

John Casey | CCplanning

Experienced Contact Centre Resource Planner, who now works assisting many other companies with their contact centre issues. A 20 year career in planning with various roles - from managing a pan-European team with responsibility for 13 European sites to development in partnership with Ulster University of a BSc (Hons) programme in Customer Contact management.

Working on projects to ensure specialists can share Best Practice and learn from each other to drive the planning element of contact centre forward.

Specialties: Planning model development, staff development, tutoring, development and delivery of training materials.

Connect with John on Social Media: Linkedin

Mike Murphy | Genesys

Experienced, trusted sales professional with a deliberate focus on customer experience. Passionate about delivering on the improvement promise for my customer. For me, success breeds success that paved my way to a 30+ year sales career across just three employers.

I'd be delighted to engage, if like me you want to bring success to life within your customer experience operations.

Connect with Mike on Social Media: Linkedin | Twitter