Recorded Webinar: The Power of One in Call Centre Staffing Related Articles The Power of One The Big List of 100+ Power Words to Use in Customer Service Staffing - FTE Required Call Centre Erlang Staffing Calculator - v 4.2 - With Abandons and Day Planner 9,347 Filed under - Recorded Call Centre and Customer Experience Webinars, Invision Software, Occupancy, Staffing Webinar on The Power of One in Call Centre Staffing. Can a single agent make the difference between achieving your service level goals and missing them? You bet! Workforce management is all about getting exactly the right number of people in place at the right times to respond to customer contacts. Getting this wrong, even by just one agent, can make all the difference between success and failure. We take a look at the critical components of getting to the optimal headcount in your centre. You’ll learn about the fundamental calculations associated with call centre staffing, including how to quantify the impact of improper staffing numbers on service delivery, staff occupancy, and bottom-line cost. Hear about clever ways call centres around the globe are communicating “power of one” concepts to their staff to ensure everyone understands the importance of schedule adherence. Topics Discussed: Translate call workload into “bodies in chairs” numbers Describe the impact on service of overstaffing or understaffing Calculate staff occupancy rates and how to maximise productivity without burnout Consider the many hidden costs of understaffing Outline what WFM capabilities are needed to manage “the power of one” effectively This webinar is provided by Call Centre Helper and is sponsored by InVision Software. Original Webinar date: September 2011 Author: Jo Robinson Published On: 28th Sep 2011 - Last modified: 8th Apr 2022 Read more about - Recorded Call Centre and Customer Experience Webinars, Invision Software, Occupancy, Staffing Recommended Articles The Power of One The Big List of 100+ Power Words to Use in Customer Service Staffing - FTE Required Call Centre Erlang Staffing Calculator - v 4.2 - With Abandons and Day Planner 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