3rd Party Webinar

Innovate your WFM

How to Improve Contact Center Forecasting and Scheduling

When asked to share their most daunting challenges, contact center leaders in the ICMI community listed hiring, scheduling, and long-term planning at the top of the list. Can you relate?

Join this webinar to learn how you can improve the building blocks of WFM, scheduling and long and short-term forecasting, using machine learning and cloud computing. These new processes improve accuracy and dramatically improve solve times, hinting at a new class of contact center WFM analytics, which will improve WFM efficiency and agent engagement.

If you’re ready to transform your planning and scheduling process, you don’t want to miss this complimentary webinar in partnership with Genesys and The Society for Workforce Planning Professionals (SWPP).

During this webinar, you will learn:

  • What’s next for contact center WFM, from spreadsheets to AI and everything in between
  • Innovative scheduling techniques that can boost agent engagement and productivity
  • How to reduce staffing costs without sacrificing quality
  • How to improve long-range contact center forecasting

Join us for an interactive and informative hour, complete with practical tips and a live audience Q&A.

This webinar was produced by ICMI™

Meet the Speakers

Webinar steve kosiba

Steve Kosiba
Product Marketing Manager, Workforce Optimization & Decisions
Genesys

Ric kosiba 100

Ric Kosiba
VP, Workforce
Genesys

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