Recorded Webinar: The Secrets of WFM (2017)


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


Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Mike Murphy - Headshot
Mike Murphy

Ric Kosiba - Headshot
Ric Kosiba

Published On: 29th Mar 2017 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars, ,

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