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Managing Call Centre Resources in a Changing World

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Managing Call Centre Resources in a Changing World

As part of our Great Minds of Service webinar series, join us to hear Tim Bennet-Williams, CIO at Pepperstone, as he talks about his organisation's vision around managing call centre resourcing. He'll also explain why they chose Salesforce Workforce Engagement Management (WEM) as part of their strategic platform to manage their hybrid contact centre in the new digital-first, post-pandemic world.

This webinar will also cover:

  • how to create a less manual and faster way to forecast demand via AI
  • how to capacity plan in a way that takes every channel into account (e.g. voice, chat, email,...)
  • how to provide flexibility and schedule agents in a way that takes their preferences and skills into account
  • how to train agents more effectively now that they're working from anywhere

For a view of all the Great Minds of Service webinars in the series, and to register, clickhere


Tim Bennett-Williams | Head of Service | Pepperstone
Belinda Burgess| Regional Vice President Service Cloud| Salesforce
Jon Gamble | Regional Sales Director, Service Cloud| Salesforce
Andrew Verrall | Principal Service Specialist | Salesforce


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