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Best Practices for Workforce Management

CRMXchange

Presented By: CRMXchange



Live Date: July 11, 2019. PLEASE SIGN IN FOR THE RECORDING.

Roundtable featuring Calabrio, NICE and Verint

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About the Webcast


Workforce management has long been defined as ensuring that the right number of agents with the right skills are available at the right time to deliver the right level of support to customers.

Join us as we discuss:

  • best practices to help maximize agent engagement, productivity and the flexibility to adapt quickly to changing conditions
  • how to automate routine administrative tasks
  • how to set appropriate goals for agent adherence
  • the intersection of flexible scheduling and cross channel use

Panelists offer ideas that can be adapted to meet the needs of today’s rapidly evolving contact center environments and how to become the employer of choice.

 

 

About the Presenters

Brad Snedeker, Director Innovation, Calabrio

With over 15 years in the industry, Brad has extensive knowledge of the contact center space. As Calabrio’s Innovation Director, he ensures that customers have access to the best training available for Calabrio products and works directly with users to develop new and innovative techniques to implement Workforce Optimization best practices.

Paul Chance, Senior Product Marketing Manager, NICE

Paul is a 25+ year veteran of contact center technology and has spoken with contact centers in NA, EMEA and APAC about using technology to reach meet their service goals. He is an avid proponent of customer service and is the author of weekly thought leadership blogs on workforce management.

Andressa Marlan, Product Strategy Manager, Verint

Andressa Marlan joined Verint in 2012 and is a product strategy manager.  A former contact center, WFM practitioner, Andressa has managed both internal and BPO teams with sizes ranging from 200 to 9,000 agents. For the last decade, she has leveraged that experience to help customers align business needs with customer engagement solutions and methodologies.  Her experience has evolved beyond WFM to front- and back-office workforce engagement solutions that empower employees, delight customers and embed automation to drive these twin goals as it decreases costs.