Recorded Webinar: How to Build Flexibility into Call Centre Schedules Related Articles How to Build Flexible Schedules in the Contact Centre 32 Tips for Building Flexibility Into Contact Centre Schedules Recorded Webinar: Forecasting and Scheduling on Digital Channels Recorded Webinar: Chat and Email Mistakes to Avoid 946 Filed under - Recorded Call Centre and Customer Experience Webinars, Dave Vernon, NICE, Paul Chance, Vosy Gordon Scheduling staff is essential to match customer demand with the number of employees to provide a great service. But scheduling can be a great big headache. Too few staff and service levels suffer, customers become unhappy, employees get burnt out. Too many staff and it costs the organisation a lot of money. It’s a real balancing act! In this webinar our experts look at how to build flexibility into the schedules. Agenda Introductions – Jonty Pearce, Call Centre Helper Dave Vernon, The Forum Click here to view the slides Vosy Gordon, ModusRP Click here to view the slides Paul Chance, NICE Systems Click here to view the slides Topics Discussed Hybrid Working and Flexibility Choice in the Scheduling Process Collaboration and the Best Shift Patterns Recruitment and the Process around Flexibility Engaging the Agents in the Scheduling Process How to Schedule Homeworkers How to Reward on Flexibility Flexibility Before the Schedule is Created Flexibility During the Scheduling Process Flexibility After the Schedule has been Created Top tips from the audience Winning tip – “When presenting a new or change to how you are scheduling, identify your leaders of the group that have the most influence. Get their buy in first and feedback so when you present it to all the leaders, you have support for the change. “ thanks to Fayth1 Original Webinar date: 10th February 2022 Panellists Dave Vernon The Forum Vosy Gordon ModusRP Paul Chance NICE Systems Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by NICE Author: Jonty Pearce Published On: 4th Feb 2022 - Last modified: 25th Apr 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Dave Vernon, NICE, Paul Chance, Vosy Gordon Recommended Articles How to Build Flexible Schedules in the Contact Centre 32 Tips for Building Flexibility Into Contact Centre Schedules Recorded Webinar: Forecasting and Scheduling on Digital Channels Recorded Webinar: Chat and Email Mistakes to Avoid Related Reports eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions eBook: Hit Business Goals, Engage Agents, and Delight Customers eBook: Break Outdated WFM Paradigms Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter