Secrets of WFM

Presented by

Jonty Pearce - Call Centre Helper, John Casey - CCplanning, Ric Kosiba - Genesys

About this talk

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

Related topics:

More from this channel

Upcoming talks (0)
On-demand talks (10)
Subscribers (395)
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: