Presented By: Greg Gardner, Planning and Support Analyst, Manulife Financial; Tracey Huff, Solution Marketing Manager, NICE IEX WFM
On Demand Date: September 2011
Are you getting the most out of your workforce management’s Intraday Change Management tools…tools such as such as Real Time Adherence and Intraday Re-forecasting?
This webinar teaches you the difference between simply managing those intraday changes and becoming a true ‘change leader’ within the contact center.
Contact Centers around the globe are staffed with WFM professionals doing a perfectly good job at intraday change management, but, are they using their WFM solutions effectively as they could be? Are they taking advantage of the latest that their tools offer?
If your company is like most, you react to events as they happen in order to adapt your resources to meet changing customer and organizational needs. However, true ‘Change Leaders’ do more than apply, out-of-the box thinking to react to current situations. They also seek to investigate the root cause and any possible patterns of issues that arise in order to take proactive measures to deliver the best customer experience possible.
This webinar compares typical change management functions to a ‘Change Leadership’ approach. You will learn to:
- Satisfy a Change Leader’s curiosity by making it easier to dive into the reasons behind the current situation
- Seize opportunities and be proactive in order to exceed your customers’ expectations of their next interaction with your company.
- Leverage resources and interactions through Desktop Activity Monitoring, Quality Recordings and Analytics
About the Presenters:
Greg Gardner, Planning and Support Analyst, Manulife Financial : Greg has been in the Contact Center industry for over eight years taking the lead role in evaluating contact center technology available. In his role at Manulife Financial, Gardner leads a team of analysts responsible to ensure all aspects of Manulife's seven Individual Insurance Customer Service Centers technology operations operate in an effective and efficient manner. He is the primary contact, liaison and director of projects involving the telephony, technology, reporting, security, and resource modeling in Manulife's contact center environments.
Tracey Huff, Solution Marketing Manager, NICE IEX Workforce Management Solution at NICE Systems, Inc. - Tracey has over 15+ years of experience leading contact center solution implementations at several top organizations. Tracey previously has led the implementations of NICE Perform, NICE IEX Workforce Management, AVAYA CMS, Knowlagent, and eTalk Quality to name a few. Tracey has been presenting “Best Practices” in Workforce Optimization and has extensive experience in establishing enterprise technology and operational goals.