Webinar On Demand

Scheduling School: Understanding the Core Concepts of Scheduling

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This first on-demand webinar in our Welcome to Scheduling School series gets right to the core of scheduling, looking at its importance in any customer service team’s planning process. From there, Dave Hoekstra, WFM Evangelist, takes attendees through the essential building blocks of using a basic scheduling tool, like Excel.

No scheduling or WFM experience is required to join this webinar and it is relevant to contact centers that work with or without an automated planning system. There is an attendee Q&A at the end which answers many other questions around workforce scheduling and what it’s all about.

The Welcome to Scheduling School series is designed to cover all aspects of the scheduling process, both in moving from simple to advanced scheduling processes to understanding the impact of scheduling on business needs and actions, and the questions that management needs to be asking. You are welcome to any and all of the webinar-classes that you feel are relevant to you.

About the Speakers

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.