Recorded Webinar: The Secrets of WFM (2017)



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How To Ensure That You Have The Right Number Of People At The Right Time

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

Topics 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

Panellists

Jonty Pearce- Headshot
Jonty Pearce
Call Centre Helper
Mike Murphy- Headshot
Mike Murphy
Genesys
Ric Kosiba- Headshot
Ric Kosiba
Genesys

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


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