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Secrets of WFM

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.

Topics to be 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
Recorded Sep 12 2019 70 mins
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Presented by
Jonty Pearce - Call Centre Helper, John Casey - CCplanning, Ric Kosiba - Genesys
Presentation preview: Secrets of WFM

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  • Channel
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  • The 10 Common Mistakes Contact Centres Make When Considering The Cloud Dec 4 2019 11:00 am UTC 45 mins
    Karen Taylor, Head of Global Ops - Dentsu Aegis.Andrew Jacobs, CTO, Damian Bowen,Service Delivery Dir, Acrinax
    Are you planning to spec, procure, build or support a cloud contact centre? Take a look at the key mistakes contact centres are making which are causing delays in projects, or worse, downright failures. We include anonymised examples of failures and a very successful case study from Denstu Aegis, a world leading advertising agency, who in 2019, had 12 weeks to deploy a 24 x 7, follow-the-sun contact centre out of Manchester and Kuala Lumpur.

    Topics Discussed:
    •Benefits to your contact centre ops team
    •The cloud architecture options
    •Cloud migration strategy
    •The cost implications and how to buy
    •What the cloud vendors don’t tell you
    •The differences when supporting cloud v on prem
    •How to choose a partner
    •Free your IT team up and reduce the non value tasks

    This is meant as an overview, and useful for;
    •Contact centre and CX Directors, looking to spec a cloud based contact centre
    •Procurement professionals tasked with buying cloud services
    •IT teams looking to build a cloud based contact centre
    •Service delivery team who will be supporting cloud
  • Digital Transformation 2.0 for FSI: Plan your CX Strategy for 2020 and Beyond Recorded: Nov 13 2019 56 mins
    Genesys business strategy experts Brendan Dykes, Rik McCrossan & Stefan Kauck
    For today's FSI companies, providing great experiences for customers is just as important as the services you offer, or the transactions you process. With that in mind, how do you take the next step to digital transformation and plan for 2020 and beyond?

    Join Genesys for this webinar and learn how to:
    •Move from transactions to highly engaging experiences
    •Execute an AI or machine learning strategy
    •Balance risk and outcome when implementing new technology

    We'll look beyond individual tactics to a joined-up approach that incorporates your entire organisation and the technologies that impact CX.
  • 2020 vision: What are the contact centre trends of tomorrow Recorded: Oct 17 2019 61 mins
    Neil Davey - Mycustomer, Brendan Dykes - Genesys, Martin Hill-Wilson - Brainfood Consulting
    Businesses are straining to keep pace with the rapidly changing service requirements of today’s customers. And the result is a rapid increase in the number of contact centres undertaking digital transformation projects. But a new decade will usher in even greater change.

    So what trends will influence customer service in the coming years, and how can you future-proof your contact centre in preparation?

    Join MyCustomer editor Neil Davey, Brainfood Consulting’s Martin Hill-Wilson and Genesys’ Brendan Dykes, as they reveal the customer service landscape of tomorrow, and the technologies that will ensure your contact centres have a bright future.

    In this webinar you will learn:

    - The service mega-trends that will shape the next five years.
    - How these will impact customers’ service expectations.
    - What implications this will have for the contact centres of tomorrow.
    - How contact centres can prepare for the service world of tomorrow, today.
  • Secrets of WFM Recorded: Sep 12 2019 70 mins
    Jonty Pearce - Call Centre Helper, John Casey - CCplanning, Ric Kosiba - Genesys
    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.

    Topics to be 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
  • 10 Ways to Improve Customer Experience Recorded: Sep 3 2019 72 mins
    Jonty Pearce - Call Centre Helper, Colin Shaw - Beyond Philosophy, Mike Murphy - Genesys
    From quick wins to longer term fixes, we will suggest how you can meet, and surpass, customer expectations at every touchpoint of the customer journey.

    In this webinar, we take you through how you can get the basics of the customer experience right, before adding some finishing touches, for a truly memorable experience.

    Topics discussed:

    •Quick Wins to Improve Customer Experience
    •Building an Emotional Connection with Customers
    •Spotting and Fixing Broken Processes
    •Improving First Contact Resolution
    •Reducing Customer Effort
    •The Use of Technology
    •Top Tips from the Audience
  • The Latest Thinking on Contact Centre Metrics Recorded: Aug 13 2019 70 mins
    Rachael Boynton - Call Centre Helper, Mike Murphy - Genesys, Morris Pentel - Customer Experience Foundation
    Are you using the best contact centre metrics ? Are you measuring the right things, to improve performance.
    In this webinar we looked at the latest thinking on contact centre metrics and help you choose the best measurements for your organisation.

    Topics to be discussed
    •The Best Metrics for your Contact Centre
    •The Latest Thinking on Metrics
    •Using metrics to drive change and improve advisor performance
    •Customer Satisfaction CSAT and DSAT
    •NetPromoter Scores NPS
    •First Contact resolution FCR
    •Customer Effort Scores Customer Effort
    •Quality Scores
    •Average Handling time
    •Adherence and Shrinkage
    •Productivity metrics
    •The role of Technology
    •Top Tips from the Audience
  • How To Give Excellent Customer Service For Vulnerable People Recorded: Jul 8 2019 69 mins
    Jonty Pearce - Call Centre Helper, Jacqui Crawley - KMB, Mike Murphy
    Contact centres often struggle to deal with vulnerable customers.

    Topics to be discussed:
    •Security problems – passwords and account access
    •Selling to customers with learning difficulties
    •Avoiding patronising customers
    •Agent training
    •Listening without interrupting
    •Encouraging empathy
    •Not hiding behind the data protection act
    •The role of technology
    •Improved security using biometrics
    •Use of Different channels
    •Identifying vulnerable customer in the CRM system
    •Skills based routing for key customer groups
    •Top Tips from the Audience
  • How to Give the Wow Factor on Email and Live Chat Recorded: Jul 8 2019 70 mins
    Charlie Mitchell - Call Centre Helper, Neil Martin - The First Word, Mike Murphy
    In this webinar, we discussed the more innovative ideas that really help you to impress your customers over these two channels, considering everything from language selection to technology solutions.

    Topics to be discussed:
    •Language selection
    •Advisor soft-skills
    •Tone and personality
    •Customer service strategy
    •The customer experience
    •The role of technology
    •Omnichannel customer support
    •Top Tips from the Audience
  • How to Knock 20 Seconds Off Your Average Handling Time Recorded: Jul 2 2019 70 mins
    Rachael Boynton - Call Centre Helper, Mike Murphy - Genesys, Paul Weald - Contact Centre Innovator
    We looked at what you can do to shave 20 seconds off your Average Handling Time.

    In this webinar we looked at how you could save time on every call.

    Topics to be discussed:
    Active listening
    Signposting during a call
    Controlling runaway talkers
    Fast techniques to establish rapport with a caller
    The role of technology
    Screen Pops – putting details on the screen
    Reducing call transfers
    Cutting down on time to verify a caller
    Top tips from the audience
  • The New Rules for Customer Experience 2019 Recorded: Jun 20 2019 73 mins
    Charlie Mitchell - Call Centre Helper, Mike Murphy - Genesys, Martin Jukes - MPathy Plus
    The customer experience is a relatively new concept; however, many organisations are now fully focused on optimising their customers journeys to create experiences that customers remember and the contact centre is often central to their plans.
    In this webinar, we keep you up to date with all the latest strategies for improving customer journeys, highlighting the growing importance of the contact centre in creating the best possible experiences.

    Topics discussed:

    - The customer experience
    - Customer journeys
    - Customer management
    - The new role of the contact centre
    - Maximising the value of the contact centre
  • How to Create and Maintain a Positive Culture Recorded: Feb 14 2019 62 mins
    Charlie Mitchell - Call Centre Helper, Caroline Cooper - Naturally Loyal, Mike Murphy - Genesys
    In a contact centre creating and maintaining a positive culture is critical to success. But it is a lot easier said than done.
    In this webinar we look at how we can create a positive culture in the Contact Centre.

    Topics to be discussed:
    •Creating a positive culture
    •Getting the basics right
    •Removing demotivators
    •The role of coaching
    •Ensuring that team leaders spend time coaching
    •Positive feedback
    •Fixing broken processes
    •Improving morale
    •Avoiding motivation by chocolate
    •Creating a fun environment
    •Top tips from the audience
Live and on-demand webinar content for CX professionals
Call centre, customer service and customer experience webinar content delivered by a host of experts tackling today’s hot CX issues and trends from call centre metrics to chatbots, AI, WFM, customer engagement, CCaaS and more. Visit: www.genesys.com/uk

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  • Title: Secrets of WFM
  • Live at: Sep 12 2019 8:00 am
  • Presented by: Jonty Pearce - Call Centre Helper, John Casey - CCplanning, Ric Kosiba - Genesys
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