The Secrets of WFM: What They Don’t Tell You About Forecasting and Scheduling.

Back for a 3rd year, our Secrets of WFM Webinar looks at the things that they don’t tell you about Forecasting and Scheduling.

We look at the leading-edge research as well as lessons learned the hard way on how to solve WFM problems.

And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar.

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

This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.

Meet the Speakers