This Webinar formed part of our “Webinar Week”.
- Introductions – Jonty Pearce – Call Centre Helper
- John Frehse – Core Practice
- Chris Dealy – injixo
- Dean Couchman – injixo
- 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