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.  

304: Motivating and Retaining the Hourly Employee
Phyllis Kennedy Manager of General Services, The Williams Companies

604: Delighting Agents and Administrators through Auto-Optimization
Larry Schwartz CEO, WorkFlex Solutions LLC

701: Eye of the Storm: Quick Fixes When Severely Short-staffed
Jay Minnucci President, Service Agility

1001: Why Workforce Management and Analytics?
Colin Jeffs Enterprise Sales Director, Avatel Technologies Inc.