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Contact Centre Workshop: Workforce Management

Workshop: Workforce Management  – How to Realise the Benefits and Increase the Effectiveness of your WFM Solution in your contact centre

This free workshop will focus on key WFM processes and practices required to realise the full benefits of your WFM solution.

What will you learn – The basics:

– Effective forecasting
– The value of flexible scheduling
– Using Intra-day levers
– WFM for multi-channel
– Effective communication of change

How to use WFM to drive improvement:

– How to embed WFM into your culture
– Defining the Planning Lifecycle
– Using WFM for shift reviews and skilling strategy reviews
– The impact of not understanding your shrinkage

Practical considerations:

– How to secure investment – creating the business case
– How to set quantified success factors
– How to evaluate the effectiveness of your WFM solution within the operation


1:00PM – Opening presentation

1:20PM – Optimising your WFM solution and Maturity Model presentation

1:40PM – LV= Presentation

2:00PM – Topic Discussion

3:00PM – Tea/Coffee/Networking

3:30PM – Quiz activity

4:00PM – WFM Presentation

4:20PM – Ask the experts

Location: 12th Floor, 110 Southwark St, London, SE1 0SU

Additional Information

To register your attendance or for additional information Click Here

The Sabio Group, which includes Sabio, DatapointEurope and Bright UK, delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences. Through its own technology and that of world-class technology leaders such as Avaya, Nuance and Verint, Sabio Group helps organisations to optimise their customer journeys by making better decisions across their multiple contact channels.

The group works with major brands worldwide, including the AA, Aegon, AXA Assistance, Bankia, BGL, BNP Paribas, Caixabank, DHL, Essent, HomeServe, Liverpool Victoria, Office Depot, Saga, Sainsbury’s Argos, SSE, Telefónica, Think Money and Transcom Worldwide.

For additional information on Sabio visit their Website or view their Company Profile