Recorded Webinar: Master-Class in Resource Planning

This Webinar formed part of our “Webinar Week”.


  • 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


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