Presented By: Penny Reynolds, Senior Partner, The Call Center School; Sponsored by InVision
On Demand Date: April 2011 

Getting the right number of resources in place at the right time is tough – no doubt about it. But the problem is magnified by the fact that some workforce managers continue to follow the same old processes year after year, spending much effort with no better results. This session will take a look at some of the most common WFM stumbling blocks and how contact centers are responding to new workforce challenges. Hear about how the wrong measures, ill-conceived goals, inflexible practices, and outdated technology can be holding you back from the most effective use of your valuable personnel resources. 
 

In this webinar, you will learn about:  

- -Ways to improve forecast accuracy
- -An industry shift in service levels goals and expectations
- -Practical ways to create a more flexible workforce
- -New choices for WFM tools that provide maximum capabilities at minimum cost