Recorded Webinar: Master-Class in Resource Planning

This Webinar formed part of our “Webinar Week”.

Agenda

• Introductions – Jonty Pearce – Call Centre Helper
• John Frehse – Core Practice

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• Chris Dealy – injixo
• Dean Couchman – injixo

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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
• Winning Tip: “We set up a Scheduling Reps group within the call centre that met once a month, as part of that we talked about common issues and asked agents what they would do to find solutions”. Congratulations to Rachel11