10 Tips for Optimizing Contact Centers of All Sizes
Presented by JaNae Forshee, Sr. WFO Practice Manager, WFO Solutions Group, inContact; and Christina Cowell Product Marketing Manager, WFO Solutions Group, inContact
On Demand Date: September 2014
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Join us for an interactive discussion to learn how small to mid-size contact centers are finding ways to use workforce optimization (WFO) software in their contact center without the heavy cost burden. We will identify the top ten tips for choosing a solution that will fit your business need and not break your bank.
By attending this session, you will:
• Learn what types of software are must-haves, and which are just nice-to-have.
• Hear business cases for WFO features and how they can help take your contact center to the next level.
• Discover how a cloud delivery model offers a more efficient, cost-effective, and customer-focused approach to delivering personalized and timely service
ABOUT THE PRESENTERS:
JaNae Forshee, Sr. WFO Practice Manager, WFO Solutions Group, inContact
JaNae's focus is to help customers understand what WFO tools and processes can help drive improvement in their business. She has 15 years of Contact Center experience, 8 years of Training and Development, and 5 years of Leadership and Employee Development. Previously she worked for PageNet/Arch Wireless and Comcast. JaNae also has industry expertise in SaaS, Contact Center, telecom, collections, sales, service, learning and development, content development, and eLearning. She also is Achieve Global, KCS Author, KCS Publisher, and Scuba Diving –PADI Open Water certified.
Christina Cowell Product Marketing Manager, WFO Solutions Group inContact
Chrissy joined inContact in April 2012 as the product Marketing Manager and has been in the contact center industry for over 12 years. Previously she managed corporate quality, compliance, and reporting for one of the largest BPO’s. In her role, she created and implemented corporate processes surrounding quality and compliance, and worked with global teams to maintain governance. She also managed the collection and insurance licensing business. Previously, Christina also held a variety of roles, including account director, client servicing, consultant, and quality manager.