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Communication and Workforce engagement

Webinar: Top Challenges Contact Centres Face Around Scheduling & Forecasting And How To Overcome Them

Host Business Systems UK and The Forum
Venue Webinar
Date 22/06/2021 12:00 pm
End Date 22/06/2021 1:00 pm
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About the Webinar

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.

Agenda

  • 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