Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: The Secrets of WFM (2018)

Published On: 6th Aug 2026 10:00

In this webinar we share the secrets of Work Force Management – how to improve forecasting, scheduling and resource planning.

Looking at a range of techniques and tools, we explore the latest thinking around how to ensure that you have the right numbers of staff available, at the right times.

Topics Discussed

Forecasting
Scheduling
The best shift patterns
Ways to improve forecast accuracy
Reducing the use of overtime
Adherence, Shrinkage and Absence
Designing better spreadsheets
Workforce Management Tools
Use of technology
Top tips and Questions from the audience

Panellists

Paul Jackson-Moss

The Forum

Ric Kosiba

Genesys

Jonty Pearce

Call Centre Helper

Recorded Webinar: The Secrets of WFM (2018)

Topics Discussed

Panellists

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