What you will learn in this webinar...
- ow to forecast other channels than pure voice
- How you can move beyond only voice as a single forecast channel to chat, email, back office and more
- The pitfalls to prepare for when forecasting integrated contact types
- How to forecast for each channel, and how to effectively integrate those forecasts
About the panelists
Charles Watson
Charles has over 20 years experience in Contact Centre operations helping companies of all sizes optimize their workforce. He has served as an executive at several Fortune 500 companies and is an industry expert on WFM.
Chris Dealy
Chris has specialised in WFM for call centres for 16 years. He frequently writes on the subject, he has helped countless companies to reap its benefits and knows the business case inside out.