Learn a practical approach today to plan for all channels and plan for the future with the ability to deliver and plan for integrated contacts.
How to forecast other channels than pure voice
How you can move beyond only voice as a single forecast channel to chat, email, back office and more
The pitfalls to prepare for when forecasting integrated contact types
How to forecast for each channel, and how to effectively integrate those forecasts
Charles has over 20 years experience in Contact Centre operations helping companies of all sizes optimize their workforce. He has served as an executive at several Fortune 500 companies and is an industry expert on WFM