Presented By: Roger Woolley, Vice President, Solutions Marketing, Verint; Laurie Opheim, Communications Manager, Navitor/Taylor Corporation; Mark Wise, Manager, Solution Centers Process Improvement, TriNet 

On Demand Date: September 2012 

Organizations today are putting customer-centric workforce optimization (WFO) to work not only to transform their front-line customer service operations, but also to deliver greater value to customers across the enterprise.  Roger Woolley, Vice President, Solutions Marketing at Verint® leads a lively discussion as he interviews two companies that are putting these principals to work. Learn how a leading commercial printer and a top provider of critical HR-related outsourcing services are using WFO within the contact center and back-office to:

• Increase cross-functional collaboration by measuring performance holistically and transparently within the organization.
• Utilize resources effectively between departments to better meet service levels and improve customer service.
• Achieve greater operational excellence—from process improvement to customer satisfaction—through a unified WFO and customer feedback strategy.

Meet the speakers:  

Mark Wise, Manager, Solution Centers Process Improvement, TriNet  

Mark Wise is a Process Improvement Manager for Service Operations at TriNet. He has more than 13 years of experience in call center operations, training, and change management and is responsible for implementing front- and back-office optimization initiatives across multiple locations.

Laurie Opheim, Communications Manager, Navitor/Taylor Corporation  

Laurie Opheim has almost 25 years of call center and leadership experience. She and her team are responsible for administration of the Impact 360 Workforce Optimization and Avaya VoIP systems for multiple companies and contact centers across Taylor Corporation.

Roger Woolley, Vice President, Solutions Marketing, Verint  

Roger Woolley has more than 20 years of marketing and product management experience in the high-tech industry. Roger is currently responsible for the global product marketing strategy relating to Verint’s Impact 360® Workforce OptimizationTM suite, including quality monitoring and analytics, workforce management, performance management, eLearning and other related products and services in the portfolio.