Recorded Webinar: Master-Class in Resource Planning

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

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