In today’s talent-based economy, the workforce itself is arguably the most important tangible asset of an organization. But, despite its importance, the workforce is not easily planned, measured or optimized. This is why forecasts play such a key role in the contact center's ability to operate efficiently and deliver quality customer service - a process that is both an art and a science.
Join Dave Hoekstra, WFM Evangelist, in an honest and frank discussion about forecasting in the contact center. He'll discuss how to take a realistic approach to forecasting in a multi-channel, multi-skilled world and cover important focus areas, such as:
- The balance between art and science in the forecasting process
- Tips and tricks to predicting human behavior
- Techniques in maintaining accuracy
About the Speaker
Dave Hoekstra
WFM Evangelist
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.
This webinar is held in partnership with Teleopti, a Calabrio company.
