The term ‘Workforce Management (WFM)’ describes the processes required to ensure that your contact centre has the right number of people in place, with the right skills, at the right time, to manage the expected volume and variety of customer contacts (and other work).
These processes typically include: forecasting contact volumes, scheduling staff around these forecasts, managing schedules on a day-to-day (and intraday) basis, and creating a Business Continuity Plan.
At this roundtable we will discuss how centres can improve their WFM processes and get more value from their WFM technology investments – using real-life experiences – and with a case study discussion from Ikano Bank.
Attendees can talk about WFM issues with experts from other centres in a confidential environment, as well as discuss hot topics such as how to:
Better match resources to workload
Meet overall service levels (without delivering bad service at particular times of the day)
Set realistic adherence targets
Monitor and quality check WFM data
Plan for unexpected events
Establish a business case for WFM technology investments
Establish effective real-time monitoring of KPIs and trends
Create more family-friendly shift patterns
Create and test what-if scenarios
Use real-time management tools for monitoring adherence and performance
Empower agents to shift-trade and self-schedule using advanced WFM automation features
09.00 – 09.30: Coffee & Registration
09.30 – 09.40: Introductions
09.40 – 10.15: Case study: Ikano Bank
10.15 – 10.45: Roundtable discussion
10.45 – 11.00 – Coffee break
11.00 – 12.15 – Roundtable discussion
12.15 – Buffet lunch
If you would like any further information regarding this event, please contact Michael Gray on +44 (0)20 8224 2315 or email: firstname.lastname@example.org.