Doug Casterton, a Senior WFM Manager, shares some key pieces of advice, which he has learned through great experience, in how to increase resource planning efficiency and employee engagement.

In our conversation, we also talk about boosting forecast accuracy, designing shift patterns and the personal qualities that make-up a really great contact centre planner.

This podcast was made possible by our sponsor NICE. To take a look at their great WFM technology, follow the link: https://www.nice.com/engage/workforce-optimization/workforce-management/