Recorded Webinar : The Secrets of WFM


In this Webinar we looked at how to Forecast and Schedule staff to ensure that you have enough staff to meet service level.

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Agenda

  • Jonty Pearce – Call Centre Helper

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  • Ric Kosiba – Genesys

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  • Mike Murphy – Genesys

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Topics to be discussed

  • The latest forecasting techniques – Erlang, Holt Winters, Arima
  • How calls are distributed
  • Dealing with abandoned calls
  • Forecasting multi-channel contacts – Email, Webchat and Social Media
  • Scheduling Staff- The best shift patterns
  • Shrinkage
  • Adherence
  • Shift Swaps
  • WFM – Work Force Management technology
  • Top Tips from the audience
  • Winning Tip – “Change your shrinkage across the year to match your seasonality and your quiet times so you can add in more training during idle periods” thanks to Mel1

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

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- Last modified: 21st Jul 2017
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