Presented By: Maggie Klenke, Partner, The Call Center School - Compliments of Calabrio Software
Date: On Demand- Live Date September 07
One of the most critical elements of running a call center is making the most of personnel resources – hiring the best people, getting the “just right” number of staff in place each half-hour, maximizing schedule adherence, and tracking/communicating performance numbers. Workforce optimization combines workforce management, quality management, elearning and some level of performance management, and requires a commitment to instituted practices that are focused on making continuous improvements to quality and process.
These workforce optimization functions are even more critical in a small- to medium-sized center given the percentage impact on service and cost that just one person can make. However, many smaller centers assume they’re not a candidate for workforce optimization solutions given their smaller budgets and limited resources to manage the process. In reality, these centers can implement processes and find effective tools that match their needs from a cost and simplicity standpoint.
This workshop is specifically designed to help the small call center understand applicable tools, techniques, and strategies to make the most of their valuable personnel.
Presented by The Call Center School, Maggie Klenke
As a Founding Partner of The Call Center School and an active industry consultant, Maggie Klenke provides assistance to clients in development of strategic and tactical plans, technology applications and integration, staffing and scheduling, service level analysis, and overall management issues. Maggie teaches seminars on a wide variety of call center and telecommunications topics and is a popular speaker at industry conferences.
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