Recorded Webinar: Master-Class in Resource Planning

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Filed under - Recorded Call Centre and Customer Experience Webinars, , , , , ,

eo class="webinar-video" poster="" controls="controls" width="640" height="360"> During “Webinar Week” we will be holding a daily webinar on hot contact centre topics. How do you get the best out of forecasting, scheduling and resource planning? In this Master-Class webinar, we will be sharing a best practices in resource planning. It will cover some quick wins as well as an in-depth run through of key areas. Wednesday 13th May 2015 Panellists Topics discussed
  • Quick wins
  • Call arrival patterns
  • What is the best service level?
  • Shift patterns
  • Getting agents to buy in to scheduling
  • Building flexibility into the schedule
  • Overtime Vs Overstaffing
  • Dealing with vacation requests
  • The role of technology
  • Top tips from the audience
Sponsored by Injixo. This webinar is held at:
  • 2pm in Paris
  • 2pm in South Africa
  • 8am in New York

Topics Discussed

  • Quick wins
  • Call arrival patterns
  • What is the best service level?
  • Shift patterns
  • Getting agents to buy in to scheduling
  • Building flexibility into the schedule
  • Overtime Vs Overstaffing
  • Dealing with vacation requests
  • The role of technology
  • Top tips from the audience

Panellists

John Frehse - Headshot
John Frehse
Core Practice
Dean Couchman - Headshot
Dean Couchman
injixo
Chris Dealy - Headshot
Chris Dealy
injixo
Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Megan Jones

Published On: 6th May 2015 - Last modified: 13th Aug 2025
Read more about - Recorded Call Centre and Customer Experience Webinars, , , , , ,

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