Recorded Webinar: The Secrets of WFM (2017) Related Articles Recorded Webinar: The Secrets of WFM (2019) Recorded Webinar: The Secrets of WFM (2018) Recorded Webinar: The Secrets of WFM Webinar Recording: The Best Kept Secrets of WFM 1,990 Filed under - Recorded Call Centre and Customer Experience Webinars, Genesys, Workforce Management (WFM) 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 Call Centre Helper Mike Murphy Genesys Ric Kosiba Genesys This webinar was brought to you by Call Centre Helper and is sponsored by Genesys Author: Rachael Trickey Published On: 29th Mar 2017 - Last modified: 28th Feb 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Genesys, Workforce Management (WFM) Recommended Articles Recorded Webinar: The Secrets of WFM (2019) Recorded Webinar: The Secrets of WFM (2018) Recorded Webinar: The Secrets of WFM Webinar Recording: The Best Kept Secrets of WFM Related Reports eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons 2024 Contact Centre Buyer’s Guide Checklist: Supercharge Customer Experience Teams with AI 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