Recorded Webinar: Master-Class in Resource Planning

During “Webinar Week” we will be holding a daily webinar on hot contact centre topics.

How do you get the best out of forecasting, scheduling and resource planning?

In this Master-Class webinar, we will be sharing a best practices in resource planning. It will cover some quick wins as well as an in-depth run through of key areas.

Wednesday 13th May 2015

Panellists

• John Frehse – Core Practice
• Dean Couchman – injixo
• Chris Dealy – injixo
• Jonty Pearce – Call Centre Helper

Topics discussed

• Quick wins
• Call arrival patterns
• What is the best service level?
• Shift patterns
• Getting agents to buy in to scheduling
• Building flexibility into the schedule
• Overtime Vs Overstaffing
• Dealing with vacation requests
• The role of technology
• Top tips from the audience

Sponsored by Injixo.

This webinar is held at:

• 2pm in Paris
• 2pm in South Africa
• 8am in New York

Topics Discussed

• Quick wins
• Call arrival patterns
• What is the best service level?
• Shift patterns
• Getting agents to buy in to scheduling
• Building flexibility into the schedule
• Overtime Vs Overstaffing
• Dealing with vacation requests
• The role of technology
• Top tips from the audience

Panellists