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Roundtable – Best Practices in Workforce Management 2017


Presented By: CRMXchange

Presented by Calabrio, Verint, and Workflex

July 11, 2:00pm - 3:00pm Eastern


About the Webcast

Workforce management has long been defined as ensuring that the right number of agents with the right skills are available at the right time to deliver the right level of support to customers. Companies must be able to react swiftly and efficiently to the intraday management environment and 'day-of-changes' to scheduling as well as being fully prepared to meet seasonal and changing service demands according to a strategic plan. Learn best practices to adapt to the needs of today’s rapidly evolving contact center environments.


About the Presenters

Sheri Greenhaus, Managing Partner, CRMXchange, Moderator

For over two decades Sheri Greenhaus has been involved in nearly every aspect of contact center management. At CRC Information Systems, where she was Vice President of Marketing, Sheri was responsible for sales and marketing strategies for this call center database company. As Director of Hart Hanks Telemarketing, Sheri oversaw the Hart Hanks call center operation. Sheri began her contact center career at Dun & Bradstreet; the first automated outbound call centers in the country. There, she was responsible for acquiring and maintaining major accounts.