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Customer Service Has Changed, So Must Your WFM Strategy


Presented By: Calabrio

Speakers: Paul Stockford, Saddletree Research, and Kristen Jacobsen, Calabrio  

On Demand Date: October 2012 


Workforce management (WFM) has been at the foundation of efficient contact center and customer care operations for decades. Today, WFM is experiencing a surge in interest and demand due to changing customer expectations in terms of service and a better understanding of how to accomplish more complex tasks more simply.

This webinar presents a history of WFM in the contact center and share the perspective that the time has come to review and reconsider your current WFM strategy. Paul Stockford shares research from a Saddletree Research/NACC survey of your workforce management peers that provides some startling and unexpected results regarding the workforce management market.

Listen to this webcast to learn:  

• Changing customer expectations for workforce management  

How to eliminate complexity and the reliance on WFM “experts”
• Why your current WFM approach might not fit the customer’s channel of choice
• Where WFM critically fits in a broader workforce optimization and analytics strategy
• That WFM is no longer just right for larger centers, and why
• How other contact centers have simplified their operation for the better

About the Speakers: 


Kristen Jacobsen is Director of Marketing at Calabrio. Kristen has more than 20 years of experience supporting the contact center industry spanning product management and marketing for a variety of solutions. Calabrio is a leading provider of workforce optimization solutions that are easy to install, use and manage. Calabrio’s award-winning suite, Calabrio ONE, features a groundbreaking, Web 2.0-based widget interface that is changing the way customers use workforce optimization.

Paul Stockford is the President and Chief Analyst at Saddletree Research based in Scottsdale, Arizona. An industry analyst for the past 22 years, Paul has also done telecommunications research and analysis at Cahners In-Stat Group, Vanguard Communications and Dataquest. Paul began his telecommunications career with GTE. Paul has authored numerous articles on contact centers and related technologies for several industry journals in the U.S. and abroad, and is a frequent speaker at major industry conferences. Since 1993 he has authored monthly columns in such magazines as Call Center, Customer Relationship Management (CRM), Customer Interface, Voice+ (U.K.), Enterprise Communications and Voice Processing. He currently authors the monthly “View from the Saddle” column in Contact Center Pipeline magazine and is a member of that magazine’s editorial board.

Paul is currently a member of the board of directors at the National Association of Call Centers (NACC). He also serves as research director for the NACC where he is directly involved in research activities on behalf of the NACC membership. He is a regular contributor to the monthly NACC “In-Queue” newsletter with a circulation of over 32,000 contact center professionals.



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