Recorded Webinar: The Secrets of WFM

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Filed under - Recorded Call Centre and Customer Experience Webinars, Genesys

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.

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Agenda

Introductions – Jonty Pearce, Call Centre Helper
Paul Jackson-Moss, The Forum

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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 info@theforum.social for more detail.

Jonty Pearce, Call Centre Helper

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Ric Kosiba, Genesys

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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