Excellence in Scheduling

In this webinar, Chris Dealy talks to Charles Watson about a range of innovative scheduling and intraday management techniques. Charles will reveal some little-known ways to optimize the balance between the preferences of your agents, the quality of the customer experience and the commercial imperative constantly to do more with less.

What you will learn in this webinar

  • Creative scheduling practices from top global companies
  • How to quantify the impact of business rules that drive scheduling inefficiency
  • Leveraging scheduling effectiveness to measure and take credit for your success

About the Speaker


Charles Watson

Charles has over 20 years experience in Contact Centre operations helping companies of all sizes optimize their workforce. He has served as a executive at several Fortune 500 companies and is an industry expert on WFM.

About the Host


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.