Podcast – Top Tips for Contact Centre Planning

John Casey, an experienced resource planning expert, gives a presentation where he shares tips on workforce planning in the contact centre, in this new format of the Contact Centre Podcast.

In his presentation, John discusses the importance of understanding your shrinkage, building on your contact centre forecasts and experimenting with new planning ideas.

To listen to the podcast directly from this web page, just hit the play button below:

This podcast was made possible by our sponsor, Genesys.

If you would like to read the workforce planning article discussed in this podcast, follow the link: Workforce Planning: 20 Fundamental Rules

Podcast Time Stamps

• 1.10 – Planning in the New World
• 2:55 – Managing Shrinkage
• 6:12 – Our Top Planning Tips
• 8:34 – Forecasting Advice
• 11:34 – Forecast Value Added
• 13:40 – Combating Remote Working Problems
• 15:23 – New Shift Patterns