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
