Recorded Webinar: The Secrets of WFM (2019)

Back for a 3rd year, our Secrets of WFM Webinar looks at the things they don’t tell you about Forecasting and Scheduling.

We looked at the leading-edge research as well as lessons learned the hard way on how to solve WFM problems.

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Jonty Pearce, Call Centre Helper

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• John Casey, CCplanning

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• Ric Kosiba, Genesys

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Topics Discussed

• The Latest Thinking on Forecasting
• Using the Erlang A formula to predict Abandon Rates
• The Myth that Live Chat is Cheaper than a Phone Call
• Why very few contacts have an “Average” Average Handling Time
• Interesting correlations on WFM Data
• How loading the Space Shuttle could help your schedules
• Forecasting LiveChat with concurrency
• Many more lesser known ideas
• Top Tips from the Audience
• Winning tip – “Commit to a daily meeting with managers to discuss forecast & planning so that if the “unexpected” happens it doesn’t come as a surprise – Management aware of absence levels over planned shrinkage % & also potentials for changes to offline time etc.” thanks to Richard29

Original Webinar date: April 2019

Panellists