Recorded Webinar: The Secrets of WFM (2018)


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.

Topics 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


Paul Jackson-Moss - Headshot
Paul Jackson-Moss
The Forum

Ric Kosiba - Headshot
Ric Kosiba

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Published On: 13th Mar 2018 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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