Forecasting and scheduling accurately within a contact centre is key to a successful operation.
However, many contact centre leaders and workforce planners face challenges with their forecasting and scheduling accuracy, with these challenges ranging from hybrid working, historical data, agent engagement and the rise of digital channels.
Join Phil Anderson, Director at The Forum, he will be discussing how contact centres can address their top scheduling and forecasting challenges with Scott Budding and Neil Draycott of Business Systems.
Our webinar will cover:
- How to forecast with historical data which may be skewed
- Top tips on addressing a hybrid workforce in 2021 and beyond
- Top tips on how to address employee wellbeing and agent engagement
- How to position your contact centre with the transition to self-service and digital channels while providing an exceptional customer service