Contact Centre Scheduling: What You Need to Know in 2024

Scheduling is where most of the magic happens in WFM. Improving schedule efficiency unlocks better and more consistent service level achievement. It avoids burning out the agents. And it controls cost.

But there are lots of moving parts in scheduling. And contact centres are facing raised employee expectations for things like self-scheduling, flexible working and shorter working weeks. 

Watch Will Boswell of loveholidays, Naomi Johnson from the world of e-gaming, Ray Agar from injixo and Chris Rainsforth from the Forum to get original insights and takeaways from four contact centre scheduling experts on these hot topics and more.

In this webinar, you will learn

  • Tips, tricks and hacks to take your scheduling practices to the next level
  • Discover how effective scheduling is key to achieving better service levels consistently
  • Gain insights into how contact centres can navigate the complexities of scheduling while meeting raised employee expectations

Our host

Chris Rainsforth
Chris is a multi-award winning, customer contact centre expert and a 15 year veteran in both in-house and outsourced contact centres. Before joining The Forum in 2013, Chris was responsible for developing a new quality framework across 5 sites and over 3000 FTE for one of the UK’s largest energy providers

Our panelists

Naomi Johnson
Naomi is a customer service and contact centre professional with a proven track record going back nearly 20 years. She has experience across a diverse set of demanding industry sectors. For the last 10 years, she has specialised in workforce planning and is a power-user of injixo WFM. She has implemented and been responsible for getting the best from workforce management (WFM) in complex contact centre set-ups. She has successfully developed WFM strategies and processes to address the needs of both the business and the agents.
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Will Boswell
For nearly 17 years, Will has been leading WFM departments at some of the UK's most recognisable names in Finance, Insurance and now Travel.  During this time he has also spent 4 years independently contracting, utilising his experience in industries ranging from Smart Metering to Beds/Furniture to Debt Recovery to Social Housing.  Will's track record covers traditional multi-site contact centres with 3k+ seats, through to start-ups with less than 200 seats and the very different challenges brought by each.
Ray Agar
Ray Agar

Ray is a highly experienced professional in contact centre resource planning and workforce management (WFM). Having spent the past seven years at injixo supporting customers around the globe, Ray possesses over two decades of comprehensive expertise across a diverse range of sectors, including Finance, Telecommunications, Business Process Outsourcing (BPO), and the Public Sector. Having held resource planning and WFM roles at notable organisations including BT, Virgin Media, Prudential and M&G Investments, Ray brings a wealth of knowledge and a proven track record of optimising workforce efficiency and enhancing service delivery.