Recorded Webinar: The Secrets of WFM Related Articles 50 Expert Tips to Improve Contact Centre WFM Webinar Recording: The Best Kept Secrets of WFM Recorded Webinar: The Secrets of WFM (2019) Recorded Webinar: Ways to Empower Contact Centre Advisors 1,576 Filed under - Recorded Call Centre and Customer Experience Webinars, Kristyn Emenecker, Playvox 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 Click here to view the slides Faye Herring, SSE Energy Services Click here to view the slides Kristyn Emenecker, Playvox 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 Panellists James Barnes Destructive Digital Faye Herring SSE Energy Services Kristyn Emenecker Playvox Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Playvox Author: Rachael Trickey Published On: 1st Mar 2021 - Last modified: 22nd Jul 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Kristyn Emenecker, Playvox Recommended Articles 50 Expert Tips to Improve Contact Centre WFM Webinar Recording: The Best Kept Secrets of WFM Recorded Webinar: The Secrets of WFM (2019) Recorded Webinar: Ways to Empower Contact Centre Advisors Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter