Moderated by Vicki Herrell, Executive Director SWPP; Panelists include representatives from Aspect, Interactive Intelligence, CallCopy, NICE, Pipkins, Verint  

On Demand - Live Date: July 2012 

Everyone is doing basic planning and scheduling in the contact center. But are you ready to take your workforce management team to the next level? Attend this roundtable to hear about the new techniques, advances, and technologies to help your team excel in today’s complex contact center environment.

During this roundtable we discuss:  

--Strategies that you can put in place to go from “reactive” to “proactive” in workforce management
--How to move from workforce manager to leader through strategic planning
--Strategies you can use to more easily cover the peaks and valleys in your call volume
--Methods of increasing agent productivity
--How to accurately predict the required number of agents necessary, for the week, month or the year
--Techniques you can use to better utilize your agents and reduce shrinkage
--How workforce management can use social media to update processes

Click here to listen to the debate.