Presented By: Craig Shambaugh, Vice President and General Manager; and Rick Daley, Senior Manager, InVision Software
Date: February 23rd, 1:00 - 2:00 pm Eastern
What worked well in the past may do fine today, but are you sure it’s what you need to be ready for the future? Today’s contact center technology and applications are evolving rapidly. Just as Web 2.0 heralded a new standard for the Internet, and VoIP 2.0 did the same for telecommunications, WFM 2.0 represents the next stage of excellence in contact center staff management.
During this session, InVision’s Craig Shambaugh and Rick Daley will explore the growth of WFM technologies from ACD-centric solutions to robust software that is fast, efficient, and able to meet the real-time demands of today’s multi-channel / multi-skill contact centers.
The session will include
1. A review of the new advancements in WFM you shouldn’t go without
2.Return on Investment available with WFM 2.0
Craig R. Shambaugh, Vice President and General Manager, InVision Software, Inc.- Craig Shambaugh is the leader of the North American team for InVision software, a global leader in Enterprise Workforce Management solutions. Mr. Shambaugh has over 25 years experience in the contact center market and has helped a number of organizations achieve operational excellence through the application of customer focused solutions.
Rick Daley, Sr. Manager, InVision - Rick has been instrumental in helping the company expand its North American presence. Prior to joining InVision, Rick was the EVP of Business Development for CallCopy, taking that company from a start-up to a leader in the call recording / quality monitoring market. Rick’s experience in contact center operations originates in the outsourcing industry, first with CallTech Communications and later with TeleperformanceUSA, the world’s second largest CRM outsourcing company.
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