Recorded Webinar: The Secrets of WFM (2019)


Back for a 3rd year, our Secrets of WFM Webinar looks at the things they don’t tell you about Forecasting and Scheduling.

We looked at the leading-edge research as well as lessons learned the hard way on how to solve WFM problems.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Jonty Pearce, Call Centre Helper
Jonty Pearce slides on the ABC of Erlang

Click here to view the slides

  • John Casey, CCplanning
John Casey slides on the secret of WFM

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  • Ric Kosiba, Genesys
Ric Kosiba slides on the algorithms enabling analytics

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Topics Discussed

  • The Latest Thinking on Forecasting
  • Using the Erlang A formula to predict Abandon Rates
  • The Myth that Live Chat is Cheaper than a Phone Call
  • Why very few contacts have an “Average” Average Handling Time
  • Interesting correlations on WFM Data
  • How loading the Space Shuttle could help your schedules
  • Forecasting LiveChat with concurrency
  • Many more lesser known ideas
  • Top Tips from the Audience
  • Winning tip – “Commit to a daily meeting with managers to discuss forecast & planning so that if the “unexpected” happens it doesn’t come as a surprise – Management aware of absence levels over planned shrinkage % & also potentials for changes to offline time etc.” thanks to Richard29

Original Webinar date: April 2019


John Casey - Headshot
John Casey

Ric Kosiba - Headshot
Ric Kosiba

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Rachael Trickey

Published On: 2nd Apr 2019 - Last modified: 28th Feb 2023
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