John Casey, a Resource Planning Expert at CCplanning, discusses how we can help to prevent and manage periods of unexpectedly high contact volumes in the call centre.
In our conversation, we also talk about factoring absenteeism into our forecasts, the link between scheduling and employee engagement, as well as sharing more tips that will help you to steady the ship when things get a little crazy!
This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo.
So, to find out more about Genesys, simply visit: www.genesys.com
To read John’s most recent article for Call Centre Helper, simply follow the link: https://www.callcentrehelper.com/forecast-plan-live-chat-147549.htm
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