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The Contact Centre Podcast


Jul 20, 2020

John Casey, an experienced Resource Planning expert, gives a presentation sharing tips on workforce planning in the contact centre, in this new format of The Contact Centre Podcast.

In his presentation, John discusses the importance of understanding your shrinkage, building on your contact centre forecasts and experimenting with new planning ideas.

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

If you would like to read the workforce planning article discussed in this podcast, follow the link: Workforce Planning: 20 Fundamental Rules

To watch the full recording of the webinar that this podcast has been sourced from, click here.