The Secrets of WFM: What They Don’t Tell You About Forecasting and Scheduling.
Tuesday 2nd April 2019 – 3pm BST / 4pm CET
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.