Peopleware Webinar-Kalender

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79% of British adults are reporting they feel stressed at least once per month with nearly half of UK workers being close to burnout, up by 48% year-on-year. In the webinar, we explored how to create a culture where productivity and wellbeing thrive together.

Scheduling is where most of the magic happens in WFM. But there are lots of moving parts in scheduling. And contact centres are facing raised employee expectations for things like self-scheduling, flexible working and shorter working weeks.

Watch this webinar series to navigate the essentials of the WFM cycle with industry experts. Learn how Peopleware simplifies every phase - from forecasting to scheduling and intraday management - empowering you to drive both business results and employee well-being.

Watch Jonathan O'Connor of Tructyre, Steve Miller of Benenden Health and Tim Milburn of emovis as they reveal the hacks, tips and best practices that helped take them to the top of their game.

Contact Center stehen am Scheideweg: Die Erwartungen der Kunden steigen, während Fachkräftemangel und steigende Löhne den Druck auf die Branche erhöhen. Künstliche Intelligenz (KI) nimmt bei der Bewältigung dieser Herausforderungen sowie für die Zukunftssicherung von Contact Centern eine Schlüsselrolle ein.

This live demo will reveal how a modern WFM application can take your planning outcomes to the next level while reducing manual effort.

By combining workforce management (WFM) and quality assurance (QA) solutions, you can quickly identify and address complex issues leading to improved customer satisfaction and reduced operational costs.

Learn how BPOs deliver on SLAs, optimize customer service, reduce turnover and control costs from 3 veterans of the outsourcing industry.

What you will learn:

• The most important KPIs

• How to choose the right level of detail

• The dos and dont's of data visualization

To create long-term success in workforce planning, you need a thoughtful and methodical labor strategy. Join John Frehse of Ankura as he reveals trade secrets that will help you build your strategy.

Join us as we share some ‘real-time’ wisdom on how to take the chaos out of real-time management in your center. We’ll reveal the gotchas of real-time and give some sage advice on how to create a ‘Plan to React’.

Forecasting is the foundation of WFM and the first step in resource planning. Learn how to select and apply the right techniques for your business.

This webinar is the third part of our series 'Evolution of Contact Center Planning'. Have you been wondering whether your beloved Excel sheet can co-exist next to a WFM tool? Or are you uncertain about when and why you need a WFM solution to complement or replace your spreadsheet? We'll be addressing these and further questions in this webinar.

Do you use spreadsheets in workforce planning? Then this webinar is for you! Together with resource planning experts, we will talk about best practices and useful Excel hacks that make a resource planner's life easier.

What you will learn:

• The customer's perception of the contact center

• Who is responsible for professional development

• The prevalent contact center skill sets and roles

• The impact of employee engagement on customer service

And develop 'bench strength' from within Operations

In this webinar, Chris Dealy talks to Charles Watson about a range of innovative scheduling and intraday management techniques. Charles will reveal some little-known ways to optimize the balance between the preferences of your agents, the quality of the customer experience and the commercial imperative constantly to do more with less.