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Fixing Your Contact Center WFM and Workforce Challenges


Presented By: CrmXchange

Live Date: January 17, 2023. PLEASE SIGN IN FOR THE RECORDING.

Presented by Sheri Greenhaus, Managing Partner, CrmXchange and

Featuring Donna Fluss, Founder and President, DMG Consulting

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About the Webcast

Join Donna Fluss, Founder and President of DMG Consulting, and Sheri Greenhaus, Managing Partner of CrmXchange, as they share best practices and tips to address WFM and other people-related issues in contact centers.

In their combined 45 years in the industry, Donna and Sheri have participated in hundreds of conversations; from the challenges in hiring, scheduling, and retaining agents, to the frustrations of being an agent, and the need to transform the perception (and pay) of this essential function. We welcome you to join us as we discuss the top workforce related issues for contact centers, including:  

  1. Biggest agent-related concerns for 2023
  2. Principle WFM challenges
  3. Top personnel issues – hiring and retention
  4. Improving the perception of your contact center and its agents
  5. HR issues – adequate pay for this tough job
  6. Concerns about AI and bots replacing agents

Please join the conversation. We encourage audience members to share their ideas and suggestions for tackling these essential challenges as we start the year. You will gain a better understanding of what others are doing in their contact centers to address these day-to-day issues. At a minimum, you will walk away with a few good ideas to implement immediately, and you’ll likely be able to help others by sharing your tips. 

About the Presenters

Sheri Greenhaus, Managing Partner, CrmXchange, Moderator

For over two decades Sheri Greenhaus has been involved in nearly every aspect of contact center management. At CRC Information Systems, where she was Vice President of Marketing, Sheri was responsible for sales and marketing strategies for this call center database company. As Director of Hart Hanks Telemarketing, Sheri oversaw the Hart Hanks call center operation.

Donna Fluss, Founder & President, DMG Consulting

Donna Fluss is founder and president of DMG Consulting, a provider of contact center and analytics research, market analysis and consulting. For three decades she has helped emerging and established companies build differentiated contact centers that deliver outstanding customer experiences. She is a recognized visionary, author, speaker, and driver of transformation and innovation - providing strategic counsel for enterprises, solution providers, and the investment community.