Librería de Recursos de Workforce Management

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A case study based webinar.

Implementation and Customer Success Specialist Simon Waldron presents on the challenges facing contact centres with employee engagement.

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

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’.

André Leitão, co-founder, CEO and podcast host at weWFM, talks to Chris Dealy about how the WFM industry has evolved and why planning is crucial to achieving success. Learn how to make strong recommendations and help your business make the right decisions on the journey to effective workforce planning.

How do you make scheduling more flexible and efficient?

In his talk, Jonty Pearce, Editor at Call Centre Helper, shares his best advice for beginning and advanced planners who want to improve their scheduling.

What you will learn:

• The most important KPIs

• How to choose the right level of detail

• The dos and dont's of data visualization

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 WFM that is tightly integrated with CRM enables you to maximize efficiency while focusing on what matters most: your CX and your EX.

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

André Leitão, co-founder, CEO and podcast host at weWFM, talks to Penny Reynolds, Founding Partner of The Call Center School and James Quiggins, Peopleware Business Development Leader, about their extraordinary journey as colleagues and friends within the world of Workforce Management (WFM).

Every well-run contact center monitors these three metrics carefully. But what do they actually mean? How you measure and improve them? And how do you make sure that you don’t compromise other KPIs while focusing on these three?

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. 

To WFM insiders, the benefits of professional WFM software are so obvious that they don’t need explaining. Unfortunately, the business case is often not so transparent to those who are responsible for signing off the expenditure. Industry expert Charles Watson of Innovative Workforce Solutions, together with Adeel Rahman, Contact Center Director at MVF, will reveal the anatomy of an irresistible business case for WFM software in the webinar.

This webinar is the second part of our series 'Evolution of Contact Center Planning'. Are you struggling with the limitations of spreadsheet-based planning? Are you noticing symptoms that indicate you've reached the boundaries of Excel in Contact Center planning?

This is the last session in our 4-part webinar series on the "Evolution of Contact Center Planning". Are you tired of Excel spreadsheets and all the limitations that may come with them in contact center planning? Are you ready to take workforce planning to a whole new level with a professional WFM tool? Then this webinar is for you!