Recorded Webinar: The Secrets of WFM (2018) Related Articles Recorded Webinar: The Secrets of WFM (2019) Recorded Webinar: The Secrets of WFM Webinar Recording: The Best Kept Secrets of WFM Recorded Webinar: Forecasting and Scheduling on Digital Channels 1,534 Filed under - Recorded Call Centre and Customer Experience Webinars, Genesys 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 Panellists Paul Jackson-Moss The Forum Ric Kosiba Genesys Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Genesys Author: Rachael Trickey Published On: 13th Mar 2018 - Last modified: 28th Feb 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Genesys Recommended Articles Recorded Webinar: The Secrets of WFM (2019) Recorded Webinar: The Secrets of WFM Webinar Recording: The Best Kept Secrets of WFM Recorded Webinar: Forecasting and Scheduling on Digital Channels Related Reports eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons 2024 Contact Centre Buyer’s Guide Checklist: Supercharge Customer Experience Teams with AI Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter