Trade secrets every planner should know about WFM reporting & analysis
May 27th, 11:00AM (Central) / 5:00PM (UK) / 6:00PM (CET)
Each time around the WFM cycle, high-performing planners analyze and report on what went right and what went wrong. The goal is that with each iteration, the forecast becomes more accurate, the staffing requirement includes the right shrinkage, the schedule efficiency is higher, the agent adherence is better, and so on. Continuous improvement is the name of the game.
Just as with each part of the WFM cycle, there’s a right way and a wrong way to go about reporting & analysis. What’s more, since late 2019 we’ve all been bombarded with numbers and charts in the daily news. Now everybody thinks they're statisticians.
Join Ian Robertson of The Forum and Simon Waldron of InVision as they reveal some hot tips that work in 2021 and beyond. If you want to take your reporting & analysis to the next level, this webinar is a must-attend.
In this webinar, you will learn
- The most important KPIs
- How to choose the right level of detail
- The dos and don’ts of data visualization
Ian is the Data, Analytics and Insight Specialist at The Forum, supporting the Forum’s members in turning data into meaningful actions that deliver value for their organisations, customers and colleagues. Drawing on over 20 years experience, in a range of customer service, quality, coaching, analytics and management roles, Ian is part of a team of specialists sharing and shaping best practice in planning, analysis, quality and leadership across our industry.
Simon is a WFM consultant at InVision. Accredited by the Forum, he is hugely passionate about sharing best practice. With over 20 years of industry experience in multiple industry sectors, he certainly has some knowledge to share. Since joining InVision in 2014, he has dedicated his time to providing training, support, best practice advice and consultancy services to injixo customers.
Chris is a WFM Evangelist at InVision, the company behind injixo - the award-winning pioneer of cloud workforce management and The Call Center School. Chris has over 20 years of experience in helping organizations of all sizes to up their game with workforce planning. Be it inaccurate forecasts, failing consistently to hit SLA, firefighting on the day, getting poor schedule adherence or just struggling with time-consuming and error-prone manual processes - Chris has seen it and can help find a solution.