Recorded Webinar: The Secrets of WFM


Online Conference: The secrets of WFM
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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.

Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Jonty Pearce, Call Centre Helper

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  • John Casey, CCplanning

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  • Ric Kosiba, Genesys

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Topics to be 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


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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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