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Forecasting the Future: Strategies for Long-Term Contact Center Planning

Air Date: September 12, 2018
Time: 1:00 PM Eastern Time
Presenters: Paul Chance
Moderators: Erica Marois

Watch the webinar video below.

Justin Robbins shares what should and shouldn't be involved in an effective long term planning process.

With all of the change that’s happened in contact centers over the past 10 years, it may be daunting to think about the years ahead, but it’s a necessary and revealing exercise. Strategic, long-term planning enables organizations to prepare for and anticipate investments in technology, shifts in their workforce, and evolutions in their methods for delivering service. But how far out should a long-term plan go? And what should or shouldn’t be included in the process?

In this ICMI webinar, you’ll hear from contact center expert Justin Robbins on how long-term planning has changed in recent years, what’s the most effective data for future planning, and ways to leverage the changes in technology and customer expectations to your advantage.

Attend this webinar to learn about:

  1. Designing long-term models for staffing and planning
  2. The future of occupancy, service level, and other key WFM metrics
  3. Benchmarks and best practices for long-term contact center planning
  4. The latest advances in long-term forecasting capabilities

Join us for an interactive and informative hour, complete with live audience Q&A.

Reserve your spot!

Paul Chance
Sr. Product Marketing Manager, NICE

Paul is a 25+ year veteran of contact center technology and has spoken with contact centers in NA, EMEA, and APAC about how to use technology to meet their service goals. He is an avid proponent of customer service and is the author of weekly thought leadership blogs on workforce management.

Erica Strother headshot
Erica Marois
Content Marketing Specialist, 8x8
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

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