Webchat is fast-growing, but still under-used across sectors with mixed customer experience. This interactive workshop takes a fresh look at the issues involved in capacity planning for webchat and the unique features of this channel, helping you to plan for better customer service.
- Explore the maths behind resourcing concurrent webchats
- Discuss the key differences between inbound calls and webchats
- See a new ErlangChat calculator for spreadsheets & how it can be used
- Takeaway practical ideas and a 1-month free licence of ErlangChat
Facilitated by The Forum, this workshop introduces work by CC Math, based on work by Ger Koole, an academic based in Amsterdam who was worked on the Maths of Contact Centres for over 20 years.
John Casey is The Forum’s Course Director for the BSc programme. Previously European Director of Resource Planning at Stream Global Services, John has extensive planning and operational experience in the industry. In current role for 8 years, John is part of The Forum’s Best Practice delivery team as well as working with students at all levels of the programme – leading both face to face and online workshops.