Presented By: Bell Canada’s Theresa Hull-Clarke, Associate Director, Workforce Integrated Solutions Experts and Rachelle King, Process Manager, Workforce Integrated Solutions Experts
Sponsored by IEX Corporation, a NICE Systems company
On Demand - Live Date: June 2007
For organizations with multiple business lines, the decision to bring multiple workforce management processes into a single solution is the first step in positioning your contact centers as a strategic component of your enterprise. Theresa Hull-Clarke and Rachelle King from Bell Canada share their experiences in this process. In this session, they discuss:
° The financial impact of a shared services workforce management solution
° Lessons learned in migrating from an environment with disparate workforce management processes
° Best practices and the benefits of using a shared services workforce management model
° How to monitor adherence and other KPIs effectively and efficiently
Presenters:
Theresa Hull-Clarke - Associate Director, Workforce Integrated Solutions Experts (WISE), Bell Canada. Theresa has more than 20 years of service with Bell Canada, with more than 14 years within the contact center environment, both operationally and front line. She is currently the Workforce Management Strategic Planner/Consultant and Contact Center New Technology Vendor Contact for Bell Canada.
Rachelle King - Process Manager, Workforce Integrated Solutions Experts (WISE), Bell Canada. With firsthand knowledge as an online call center associate, Rachelle moved into executing back office processes, becoming manager of the internal Bell Canada IEX TotalView support team.
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