Presented By: Bill Durr, Principal, Global Solutions Consultant, Verint Witness Actionable Solutions 

On Demand Date: July 2011 

Regardless of size or industry, today’s organizations are finding that traditional management methods – with functional and departmental silos – can lead to misaligned customer touch points and misunderstood customer experiences. This method is flawed, and senior management is taking notice and wondering how to:

• Create and sustain a lean, flexible organization.
• Holistically manage the customer experience across multiple touch points.
• Become more customer-centric across the entire enterprise.
• Realize the benefits of an increasingly virtual workforce.
• Create greater value from available resources.
• Acquire a real-time view of hierarchal enterprise performance.  

This webinar examines how emerging enterprise resource management methods can:

• Leverage employee skills throughout the enterprise by tracking the multiple and diverse skills of employees beyond the contact center.
• Challenge existing processes to show if they are valid, how they are executed, and where to improve them.
• Provide optimal staffing across the enterprise, along with insights into the nature of the work and time required for completion.

Discover how enterprise-wide workforce planning can help you deliver superior service across multiple customer touch points – from the contact center to the back office. Let’s get ready! 

Bill Durr serves as Principal, Global Solutions Consultant for Verint Witness Actionable Solutions. Bill is an industry veteran and has held a variety of sales, marketing and management roles for major contact center vendors and worked as a consultant for centers challenged with meeting their performance objectives. An author of numerous articles and whitepapers on contact center technology and management, he also has published four books, the most recent titled “Analytical Workforce Optimization Demystified.” Bill is a frequent speaker at industry events, where he discusses topics of interest to the contact center industry, the migration of workforce optimization into back-office operations and branch and retail sites, and how they all interact to help shape the customer experience.