Evolution of Contact Center Planning - Moving from Excel to WFM
This is the last session in our 4-part webinar series on the "Evolution of Contact Center Planning". Are you tired of Excel spreadsheets and all the limitations that may come with them in contact center planning? Are you ready to take workforce planning to a whole new level with a professional WFM tool? Then this webinar is for you!
Note: This webinar has already been hosted. But don't worry, sign up to watch the webinar recording.
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What you will learn in this free webinar:
- When Excel is not enough and a WFM tool can take over
- The key requirements, benefits, and functionalities to consider in a WFM system
- How to replace a beloved spreadsheet with a WFM tool step by step
- How to convince your boss to move from spreadsheet to WFM
John Casey is a resource planning veteran, having worked within the discipline for 25 years. He has a passion for working within Outsourcing / BPO organizations due to the variety of challenges it throws up on a day to day basis. He was a core influence in the design of the BSc (Hons) program for contact center planners at Ulster University, and still devotes much of his time tutoring on this program.
Jonty Pearce is the Editor of Call Centre Helper. He first walked into a call center in 1990 and has been hooked ever since. Jonty is widely recognized as one of the leading figures in the contact center industry and under his editorial guidance has built up the readership of Call Centre Helper. Jonty has often appeared on TV, BBC Radio and in the press. Matt Rudd of the Sunday Times, even named a law after him – ‘The Law of Jonty’.
With over 30 years experience in the contact center industry, Graeme is experienced in many WFM roles - from agent, Team Manager, Back Office Manager, ACD Administrator, Forecaster and Scheduler as well as Head of Planning. He has spent the last 20 years engaged in training and consulting, helping organizations implement and reengineer WFM processes.