Recorded Webinar: The Secrets of WFM

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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

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

Click here to view the replay.