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

    Author: Megan Jones

    Published On: 6th May 2015 - Last modified: 28th Feb 2023
    Read more about - Recorded Call Centre and Customer Experience Webinars, , ,

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