Podcast – Top Tips for Contact Centre Planning


John Casey Podcast Artwork

John Casey, an experienced resource planning expert, gives a presentation where he shares tips on workforce planning in the contact centre, in this new format of the Contact Centre Podcast.

A headshot of John Casey

John Casey

In his presentation, John discusses the importance of understanding your shrinkage, building on your contact centre forecasts and experimenting with new planning ideas.

Follow any of the links below to listen to the podcast on your favourite platform:

Or, if you’d prefer to listen to the podcast directly from this web page, just hit the play button below:

This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo.

So, to find out more about Genesys, simply visit: www.genesys.com

If you would like to read the workforce planning article discussed in this podcast, follow the link: Workforce Planning: 20 Fundamental Rules

To watch the full recording of the webinar that this podcast has been sourced from, click here.

Podcast Time Stamps

  • 1.10 – Planning in the New World
  • 2:55 – Managing Shrinkage
  • 6:12 – Our Top Planning Tips
  • 8:34 – Forecasting Advice
  • 11:34 Forecast Value Added
  • 13:40 – Combating Remote Working Problems
  • 15:23 – New Shift Patterns

Published On: 20th Jul 2020 - Last modified: 19th Oct 2020
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