Presented By: Bill Durr of Verint® Witness Actionable SolutionsTM and Georgiann Hernandez, Workforce Management Administrator, USANA
On Demand: Live Date: May 2008
The state of the economy is all over the news lately. With our current economic environment presenting more and more challenges, it’s critical to help your contact center manage costs by staffing appropriately to meet your workload while improving employee performance and retention.
This webcast highlights how workforce management solutions can better serve your contact center during challenging economic times. Then, learn how USANA Health Sciences deployed a workforce management solution to support its global customer base and distribution network. The organization operates several contact centers, including its flagship center in Salt Lake City, where agents provide customer service in eight different languages.
Georgiann Hernandez of USANA will share how workforce management software has simplified and centralized scheduling for the two centers, freeing supervisors to perform higher-value activities while providing agents with more equitable schedules, including time off and shift bidding.
Speakers
Bill Durr | Bill Durr, Principal Global Solutions Consultant, Verint® Witness Actionable SolutionsTM Bill Durr is principal global solutions consultant for Verint Witness Actionable Solutions. With more than 20 years of experience in the contact center industry, he is the author of articles and books on contact center technology and management and speaks frequently on industry-related topics. |
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Georgiann Hernandez | Georgiann Hernandez, Workforce Management Administrator, USANA Health Sciences
Georgiann holds degrees in Business Administration and Business Management. She brings over 16 years experience in Contact Centers and Workforce Management. |
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