Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: The Secrets of WFM (2017)

Published On: 6th Aug 2026 12:26

How To Ensure That You Have The Right Number Of People At The Right Time

In this Webinar we look at how to Forecast and Schedule staff to ensure that you have enough staff to meet service level.

Topics Discussed

The latest forecasting techniques – Erlang, Holt Winters, Arima
How calls are distributed
Dealing with abandoned calls
Forecasting multi-channel contacts – Email, Webchat and Social Media
Scheduling Staff

The best shift patterns
Shrinkage
Adherence
Shift Swaps
WFM – Work Force Management technology
Top Tips from the audience

Panellists

Jonty Pearce

Call Centre Helper

Mike Murphy

Genesys

Ric Kosiba

Genesys

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