Recorded Webinar: The Secrets of WFM

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

Original Webinar during our Online Conference: Wednesday 29th March 2017