Presented By: John Frehse, Chief Strategist. Core Practice Partners - Sponsored by Invision Software
On Demand: Live Date: April 2009
In this session John Frehse, Chief Strategist at Core Practice, will share business strategies around labor management and how to remove costs from your organization. This exercise will not only educate, but will help you focus on the biggest opportunities available now. John will begin by sharing a list of the top hidden costs in the contact center space today. He will then lead a short discussion about foundational labor issues including the importance of properly defining a schedule and a look at pay policies. Next, strategic scheduling initiatives will be shared including how to manage variability. John will finish with a discussion about employee benchmark information that will be helpful to everyone in contact center operations. He will accept questions at the end of the presentation.
John Frehse started Core Practice Partners with Ethan Franklin when he was employed by a financial services company as a Wealth Management Advisor and later joined CCG as a Senior Project Manager. During the acquisition of CCG by Blue Pumpkin Software in 2000 he transitioned to business development and became the Best Practices Advocate for labor management strategies and lectured internationally on this topic. John brings a wealth of knowledge to the company as well as a passion for corporate education on labor strategy and industry best practices
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