Recorded Webinar: Master-Class in Resource Planning

1997

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

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

John Frehse

Core Practice

Dean Couchman

injixo

Chris Dealy

injixo

Jonty Pearce

Call Centre Helper

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn