Recorded Webinar: 7 Expert Ideas to Improve Capacity Planning

Do you want to optimize your contact centres staffing plans?

Of course you do!

Well, in this webinar we will share lots of capacity planning secrets that will enable you to upgrade your strategy and hit those all important service level targets.

All of this great advice comes courtesy of our three experienced planners, who have lots of great knowledge that they are ready to pass on to you.

Agenda

• • Introductions – Rachael Trickey, Call Centre Helper
  • Bob Stella, KBC Bank Ireland

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• Vosy Gordon, Avocado 55 Limited

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• Kristyn Emenecker, Playvox

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Topics Discussed

• Techniques to improve forecasting and scheduling
• How to better understand call distribution
• New-age shift patterns
• Where can you better balance skill-sets?
• Good ways to improve engagement through planning
• Top tips from the audience
• Winning tip – “Include speed to competency calculations in your forecast based on new people and/or returning people to the roles They won’t be 100% efficient from day 1 so phase this in line with expectation” thanks to Garry3

Original Webinar date: 13th May 2021

Panellists

Bob Stella

KBC Bank Ireland

Vosy Gordon

ModusRP

Kristyn Emenecker

Playvox

Rachael Trickey

Call Centre Helper

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

Author: Rachael Trickey