Webinar On-Demand

Forecasting and Scheduling in the New Frontier

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Predictability is something can take for granted. Especially when it isn’t there.

Learn how you can shape your organizational expectations to guide future actions in times of unpredictability. That’s what we cover in this webinar on-demand: focusing on how to successfully forecast in a time of great uncertainty.

In addition to answering questions from the attendees, our panel covered the following questions:

  • How can managers clarify expectations for remote employees’ work schedules?
  • What constraints do they need to work around, and how can they address them?
  • What assumptions are guiding management decisions in the short and long-term?

This webinar is part of our ongoing Managing a Remote Workforce series. To view previous videos on-demand, visit our Webinars page. For additional resources and insights, check out our Managing a Remote Workforce guide.

 

Dave Hoekstra
WFM EvangelistDave Hoekstra, WFM Expert at Calabrio

Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.

 

Mary Kathryn DorrMax Mononen
Workforce Management Analyst

Mary Kathryn has over 6 years in the contact center industry with 3 years focusing on scheduling and forecasting.  As a former Calabrio customer she now helps others by discussing new WFM features, building reports in Data Explorer, and providing Analytics to internal and external customers. She has a passion for customer service and is excited to be speaking on Workforce Management again.


David BrowningMax Mononen
Senior Consultant

David Browning has been running Teleopti WFM implementations since 2010 and has worked with contact centers in in Europe, Asia, North America, and South America. He enjoys training customers and helping them model their contact center operations in Teleopti WFM. David is currently based in New York.