Recorded Webinar: An Introduction to Workforce Management Technology

Webinar on workforce management technology.

Agenda

• Introductions – Jonty Pearce, Editor, Call Centre Helper
• Introduction to Workforce Management – Stephen Thurston, Director, Business Systems
• Workforce Management (WFM) Features – David Evans, Analytics Consultant, Business Systems
• Tips from the audience – Send in your tips during the webinar

Winning tip; “Consider using a group of “flexible” agents who are happy to alter shifts on a regular basis with minimal notice – they can then help to plug the gaps caused by those who prefer the more rigid shifts.” thanks to  Suzanne Aylmer

• Interactive Q&A – Live questions from the audience

Topics to be discussed

• Spreadsheets vs workforce management software
• How workforce management software works
• Forecasting
• Planning
• Scheduling
• Real-time planning
• Shift patterns and shift swaps
• How it connects to your telephone system
• Cloud-based and on premise
• How to make the business case

This webinar is brought to you by Call Centre Helper and is sponsored by Business Systems.

Original Webinar date: June 2012