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Best Practices for Workforce Optimization


Presented By: CrmXchange


Presented by: Rich Correia, Director of Product Marketing, NICE and

Kelly Koelliker, Director, Content Marketing, Verint

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About the Webcast

To best optimize your workforce, companies need to combine WFM, quality management and other tools into one console to oversee call center performance. This panel will discuss best practices and actionable insights that can help optimize the call center.

We will discuss best practices on how to: 

  • Use your tools to safely return to the office
  • Manage your hybrid workforce of remote and onsite workers
  • Incorporate regional COVID-19 related safety regulations into your business
  • Spend Time Wisely - More frequent touchpoints are needed to ensure agents continue to feel connected
  • Keep agents motivated by sharing successes and reward achievements  

About the Presenters

Rich Correia, Director of Product Marketing, NICE

Richard has many years of experience in Product Management and Product/Solutions Marketing, with time at Cisco, Turin/Force10, Dell, and CyrusOne.  Accomplishments include driving the product direction and revenue of Turin/Force10 data center solutions from a few million, to just under one hundred million. Richard holds a bachelor’s in Mechanical Engineering from University of Rhode Island and advanced degrees in Business & Engineering from Southern Methodist University.  

Kelly Koelliker, Director, Content Marketing, Verint

Kelly Koelliker is director of content marketing at Verint with a focus on contact center workforce engagement solutions.   With more than 15 years of marketing and sales experience, her expertise in the customer service industry covers such fast-evolving categories as knowledge management, natural language search, and CRM.