Using Workforce Management tools and systems more effectively

21st January 2020 | Ikano Bank | Nottingham

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:

Ikano Bank
Waterfront House
Station Street
NG2 3DQ – Map & directions

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