Moderated By:Vicki Herrell, SWPP; Participating Companies Include: NICE Systems, Pipkins, Verint® Witness Actionable Solutions®
On Demand: Live Date: Jnne 09
The role of the workforce management team is one of the most crucial ones in the entire call center operation. Depending upon the size of the center, the many duties and tasks associated with workforce management may be performed by a single person, a team of specialists, or be divided among supervisors and call center management to get the job done. But regardless of the size of the center, it is imperative that the workforce management positions be filled with the right people, who are trained adequately.
This session explores the roles and responsibilities of the workforce management function, as well as ideas for keeping your team trained and up-to-date on their jobs.