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Roundtable – Best Practices in Workforce Management 2017


Presented By: CRMXchange

Presented by Calabrio, Verint, and Pipkins


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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.  Learn best practices to adapt to the needs of today’s rapidly evolving contact center environments.

-- Verint will discuss how to increase employee satisfaction by leveraging best practices in employee engagement, mobility, and scheduling flexibility. You will hear how organizations are able to evolve their employee engagement strategies to enhance customer interactions across all touch points for better business outcomes.

-- A common belief in the contact center is that when an adherence goal is set and agents are measured against the goal, then the center will be more efficient and have less unproductive time. Calabrio will discuss how to understand your productive hours and getting started with goal setting.

-- Pipkins offers strategies to effectively manage, monitor and mentor At-Home agents that can improve productivity, boost employee retention and customer satisfaction, while lowering operational costs. The optimization of processes and procedures to streamline the complexities of omni-channel environments, and back office operations will also be covered.

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. Sheri began her contact center career at Dun & Bradstreet; the first automated outbound call centers in the country. There, she was responsible for acquiring and maintaining major accounts.

Kat Worman, WFM Consultant at Calabrio, Inc.

Kathie “Kat” Worman has been working in the contact center industry longer than she cares to admit! With more than 20 years of experience, Kat has held numerous contact center positions including management, data analysis, strategic operations, and service level planning. Prior to joining Calabrio, Kat was a Principal Consultant specializing in the implementation of process and applications within the contact center. She has provided consulting services to Fortune 500 companies throughout North America, Europe and Australia. Kat specializes in partnering with key stakeholders and workforce planning teams to deliver unique solutions to contact center challenges.

Rafael Manzon, Executive Vice President of Sales & Marketing, Pipkins, Inc.

Rafael Manzon has more than 15 years’ experience in the contact center industry. Before joining Pipkins in 2016, Manzon served as President of ConnectCom BPO and CEO of DNC.com, a leader in the Federal Do Not Call compliance space. He also worked as Director of Business Affairs for the American Teleservices Association (ATA), now the Professional Association for Customer Engagement (PACE).

Jenni Palocsik, Director, Solutions Marketing, Verint

Jenni joined Verint in 2012 and has twenty years of experience in e-commerce and technology marketing. She is responsible for positioning Verint’s products and services to align with the business needs of leading organizations worldwide. She is a regular blogger and speaker on a wide range of topics including workforce optimization, desktop and process analytics, customer and employee engagement, and more.