There are few jobs more complex and more critical to the performance of the contact center than that of the workforce manager. This track will explore and discuss the various aspects of of forecasting, scheduling, and staff planning. In today's economic environment, doing the most with what you have is essential to meeting budgets while delivering the expected quality experience.
Motivating and Retaining the Hourly Employee
Manager of General Services, The Williams Companies
Delighting Agents and Administrators through Auto-Optimization
CEO, WorkFlex Solutions LLC
Eye of the Storm: Quick Fixes When Severely Short-staffed
President, Service Agility
Why Workforce Management and Analytics?
Enterprise Sales Director, Avatel Technologies Inc.