Recorded Webinar: The Secrets of WFM



598
Click here to view the replay
Webinar Recording Image
Click here to view the replay

Most planning managers have challenges in forecasting, scheduling and intraday management to be overcome.

Planner have recently learned a lot in terms of WFM. We picked up lots of new tips and tricks which will hold us in good stead moving forwards.

In this webinar we will share many of those tips and tricks, helping you to optimise your customer experience and potentially lower your operating costs at the same time.

Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • James Barnes, Destructive Digital
 James Barnes slides from secrets of wfm webinar Click here to view the slides
  • Faye Herring, SSE Energy Services
 Faye Herring slides from secrets of wfm webinar Click here to view the slides
  • Kristyn Emenecker, Playvox
 Kristyn Emenecker slides from secrets of wfm webinar Click here to view the slides

Topics Discussed

  • Simple tricks that will bolster your WFM strategy
  • How to increase your forecast accuracy
  • New ways to schedule your team
  • How to evolve your WFM strategy for remote working
  • Fresh ideas for improving adherence and shrinkage
  • Top tips from the audience
  • Winning tip – "Instead of sending a list of schedules we need agents to swap to, we send a survey asking the agents what schedule they want, and we then select those that help us to balance out our staffing level." thanks to Danny15
Original Webinar date: 4th March 2021

Webinar Timeline

0:22: Introductions – Jonty Pearce, Call Centre Helper
4:30: Poll with results from the audience. Asking "What do you use to Forecast Contact Volumes?"
6:53: James Barnes, Destructive Digital Presentation
17:30: Poll with results from the audience. Asking "How Far out do you Publish Your Schedules?"
19:02: Quiz
22:58: Top Tips, Opinions and Questions from the audience
24:07: Faye Herring, SSE Energy Services Presentation
32:47: Take-aways from James and Faye's presentations
33:01: Top Tips, Opinions and Questions from the audience
39:24: Kristyn Emenecker, Playvox Presentation
52:41: Take-aways from Koby's presentation
53:34: Top Tips, Opinions and Questions from the audience
1:01:17: Winning Tip


Click here to view the replay


Panellists

James Barnes- Headshot
James Barnes
Destructive Digital
Faye Herring- Headshot
Faye Herring
SSE Energy Services
Kristyn Emenecker- Headshot
Kristyn Emenecker
Playvox
Jonty Pearce- Headshot
Jonty Pearce
Call Centre Helper

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


Recommended Articles

A picture of a hand moving blocks with people on them
50 MORE Expert Tips to Improve Contact Centre WFM
A picture of chess pawns on arrows
50 Expert Tips to Improve Contact Centre WFM
A number of cartoon people poke their heads out of cogs
What Is Workforce Management (WFM)?
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.