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Free Webinar - The Do's & Don'ts of Scheduling with Excel

injixo 4 min read Download as PDF
Free Webinar - The Do's & Don'ts of Scheduling with Excel

Do you use spreadsheets in contact center planning? Then our upcoming free webinar is for you! Together with resource planning experts we will talk about best practices and useful Excel hacks that make a resource planner's life easier.

Join us on August 13, 2020 - 11:00 AM - 12:00 PM (GMT) and save your seat today. 

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Resource planners know the Excel struggle is real

We know that scheduling with Excel can be a real challenge at times. Depending on the environment of your contact center and the requirements of your resource planning responsibility, spreadsheets can quickly turn into a nightmare. They can become complex and hard to manage, really slow and error prone. Excel Pro's certainly know how to cope with all these challenges but not everyone is there yet and still there's always something you can improve on.

What industry experts say about Excel Planning

We've talked to industry expert Phil Anderson from the Forum and our WFM expert as well as former resource planner Graeme Gabriel who have come along way working with a spreadsheet. What we found were some helpful Excel Hacks that can help you master spreadsheet planning with ease. And we don't intend keeping them for ourselves but share them with you in our upcoming webinar on "The Do's & Don'ts of Scheduling with Excel". 

To get you excited for this very first webinar (Volume 1) in our 4-part series with the overarching theme "Evolution of Contact Center Planning", we compiled a few upfront insights brought to you by our panelist Phil Anderson:

injixo: Tell us a little bit about the challenges you typically face in the early days of planning for a contact centre.

"Everyone thinks they can plan better, you so have to earn and then continuously earn respect and trust from your stakeholders. It can be too easy to focus on forecast accuracy and marginal inaccuracies in numbers and not look at the bigger picture."

injixo: What about your journey with Excel and how did any spreadsheet models you built evolve over time?

"I learned Excel at college (Windows 95!), so was lucky enough to have some foundation training. Over the years my models have become more simplistic, clear assumptions to provide an actionable output. I’m now in a position where I critique other people’s spreadsheets and the more complex the spreadsheet the more errors identify!"

injixo: What do you think are the benefits of planning with Excel?

"Excel is really flexible and easy to use, providing very quick adjustment and what-if analysis. It can also be easy to train others to use. I would recommend some Excel training, as a lot of people are self-taught which means there are many ways to get the same outcome."

The first webinar in our series on the Evolution of Contact Center Planning

Brought to you by industry experts and former resource planners

phil-anderson
 
Phil Anderson is the Director of The Forum, an independent industry body promoting best practice in Planning, Insight and Quality. Phil has a proven track record of experience in the contact center space of taking calls, team leading, training and Planning & Insight. After winning personal and team awards in 2010, he joined The Forum and has been designing, delivering and developing thought leadership and best practice material to help raise standards.
 
 
Graeme
With over 30 years experience in the contact center industry, Graeme Gabriel is experienced in many WFM roles - from agent, Team Manager, Back Office Manager, ACD Administrator, Forecaster and Scheduler as well as Head of Planning. He has spent the last 20 years engaged in training and consulting, helping organizations implement and reengineer WFM processes.

 

 

What you will learn in our free webinar:

  • The basics of spreadsheet-based planning
  • Common challenges and Excel pitfalls to avoid
  • Latest tips & tricks to master resource planning in Excel
  • Our favorite spreadsheet hacks curated by WFM experts
  • The evolution of planning models in Excel
  • Giveaway: A free Excel cheat sheet after the webinar

Who should join us:

Resource planners, WFM professionals and contact center professionals who use spreadsheets for their workforce planning in daily business. 

Register today! 

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Evolution of Contact Center Planning - The Do's & Don'ts of Scheduling with Excel

Save the date!

Free Webinar: The Do’s and Don’ts of Planning with Excel

August 13, 2020 - 11:00 AM - 12:00 PM (GMT)

Register now, seats are limited!

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