Presented By: James Hurst, WFM Director, ACCENT Marketing Services and Rebecca Wise, IEX
On Demand: Live Date - June 12008
Whether you’ve inherited the workforce management operations from another center or it’s simply time to evaluate your existing workforce management solution, your operation may need a few touch-ups. On the other hand, it may be time for a complete makeover. Join us as James Hurst, director of workforce management for ACCENT Marketing Services, shares his experience in bringing order to ACCENT’s busy contact center operations without breaking the operational budget.
You’ll learn how adjusting your WFM system can help you immediately:
* Increase forecast accuracy
* Boost agent adherence
* Automate schedule management processes
* Improve service level numbers
* Increase customer and client satisfaction
James is joined by Rebecca Wise of IEX, to discuss how to know when it’s time for a makeover, and how to go about evaluating your operation to determine the right solutions for you