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.

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