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.

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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

Original Webinar date: During our Online Conference – March 2018


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This webinar was brought to you by Call Centre Helper and is sponsored by Genesys.

Click here to view the replay.



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