Presented By: Brandon Rowe, (Product Marketing Manager), and Bill Durr, author of Customer Centricity through Workforce Optimization

On Demand Live Date: November 2010

As more and more segments of business become commoditized, creating a sustainable competitive advantage often becomes a matter of delivering excellent customer service.  But customer service is being transformed by the generation shift from Baby Boomers to the Millennials, who prefer new channels and new approaches.  How can companies understand the new rules?  How will contact centers restructure and develop new skills and competencies in their workforces? 

Brandon Rowe, Avaya Aura Workforce Optimization Product Marketing Manager, and Bill Durr, author of Customer Centricity through Workforce Optimization, discuss tools and processes critical to success in hypercompetitive times. 

Listen to this session to learn:

·         The three major drivers for fundamental change in the contact center and the enterprise

·         What an Analytical Workforce Optimization infrastructure looks like

               o   Employee Performance Lens

               o   Customer Experience and Sentiment Lens

·         How three companies used Analytical Workforce Optimization and the results they  have achieved

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