Recorded Webinar: The Secrets of WFM

In this webinar we shared the secrets of workforce management – how to improve forecasting, scheduling and resource planning.

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


  • Introductions – Jonty Pearce, Call Centre Helper
  • Paul Jackson-Moss, The Forum
Webinar Slides: The Secrets of WFM by Paul Jackson Moss

Click here to view the slides

The Forum would be happy to offer webinar attendees the opportunity to attend one day of Customer Strategy & Planning Conference taking place on 23-24 April at Harrogate. There is a huge variety of case study, keynote and workshops on available, which would be highly suitable as a follow on to this webinar. This post webinar offer is based on one delegate following a pre-planned “Planning Fundamentals” agenda on the day of their choice. Contact for more detail.

  • Jonty Pearce, Call Centre Helper
Webinar Slides: The Secrets of WFM by Jonty Pearce

Click here to view the slides

  • Ric Kosiba, Genesys
Webinar Slides: The Secrets of WFM by Ric Kosiba

Click here to view the slides

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
  • Winning tip – “#Tip We use annualised hours alongside a rotational shift pattern – you then use the annualised hours staff to plug the gaps during peak times” –thanks to Richard29

Original Webinar date: During our Online Conference – March 2018

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