Recorded Webinar: Master-Class in Resource Planning



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

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

    company logo
    This webinar was brought to you by Call Centre Helper and is sponsored by injixo


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