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Roundtable - Workforce Management


Presented By: CRMXchange


Presented by Calabrio, Verint, Workflex Solutions

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About the Webcast

Workforce management has long been defined as ensuring that the right numbers of agents are available at the right time to service customers.  There are agent human-factor considerations that place a practical limit on the number of company-initiated staffing changes that can be made, so intraday staffing optimization efforts are generally focused on addressing major staffing variances only, while minor staffing variances are ignored even though they still impact service levels (when understaffed) or operations costs (when overstaffed).

The virtues of approaching WFM from an enterprise perspective enables you to quickly align your workforce with your workload, deliver a more consistent customer experience and benefit from:

  • Considering all customer touch-points (including contact centers, branches, and back-office operations)
  • Balancing the needs of employees, keeping them engaged and empowering them
  • Looking at WFM as a unified part of the larger WFO puzzle
  • Intelligent agent schedule-schedule change empowerment that can enable workforce administrators to more effectively address every staffing variance - large or small -  "the final frontier“ of intraday staffing optimization.    

Discover how to maximize forecast accuracy and define what “good” workforce management actually looks like by jumping in to the math behind the science of WFM. 

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About the Presenters

Rajeev Venkat, Senior Director, Solutions Marketing, Verint

Rajeev’s association with contact centers began in the mid-1990s when his company became one of the first to outsource customer service and fulfillment work to what is today one of the world’s largest outsourced service providers. Monitoring and improving contact center performance has since been central to his work. Today, he continues his efforts to enhance the overall customer experience by focusing on workforce optimization not only in the contact center but in the extended enterprise back-office customer service operations.

Larry Schwartz, Chairman and CEO of WorkFlex Solutions, LLC

Larry brings 25+ years of executive management experience in large-scale operational streamlining, enterprise software & consumer products development, strategic planning, business process transformation, and outsourced managed services. He currently serves on the Board of Directors of nVoq Inc, and is Chairman of the City of Montgomery Landmarks Commission.

Brad Snedeker, Director Innovation, Calabrio

With over 15 years in the industry, Brad has extensive knowledge of the contact center space. As Calabrio’s Innovation Director, he ensures that customers have access to the best training available for Calabrio products and works directly with users to develop new and innovative techniques to implement Workforce Optimization best practices.