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Best Practices in Workforce Optimization

CrmXchange

Presented By: CrmXchange


Date: Thursday, July 18, 2024 1:00 PM - 2:00 PM

Presented by Dana Shalev, Head of Product Marketing, NICE,

Dave Hoekstra, WFM Evangelist, Calabrio, and

Trudy Cannon, Senior Director – GTM Strategy, Verint® Workforce Engagement Management Solutions

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About the Webcast

Workforce optimization (WFO) is a key aspect of call center operations and involves ensuring that agents are performing at their best, and that staffing levels are optimized to meet customer demand.  Some issues we will cover:

  • Ways that workforce strategies can help to enhance employee involvement, motivation, and implementation of rewards and recognition to create a more dedicated and dynamic organizational culture.
  • Where optimized efficiency can enhance performance by making the best use of available resources, ensuring maximum productivity and minimal waste, thus achieving the desired outcomes with the least amount of effort and cost.
  • Ways to unleash the power of data in order to transform your business into an insight-driven operation to improve performance.
  • How to bust the myth that one must sacrifice optimal staffing levels to empower employees with control over when they want to work.
  • How to play to your agents skills and create schedules that play into their strengths in order to melt off your AHT.
  • How human-AI interconnected opportunities are transforming the CX landscape to enhance employee abilities, creating a workforce with augmented skills that deliver exceptional results.

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About the Presenters

Dave Hoekstra, WFM Evangelist, Calabrio

Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.

Dana Shalev, Head of Product Marketing, NICE

Dana is a veteran marketing professional with more than ten years of experience in product marketing and content creation. Dana brings vast experience working for leading global companies in diverse industries. Her forte is turning technology into a story focused on value to customers, and her passion is building close relationships with customers. Today, Dana is the head of product marketing for the NICE WEM line of business, specializing in recording, compliance, performance optimization, and workforce management.
 

Trudy Cannon, Senior Director – GTM Strategy, Verint® Workforce Engagement Management Solutions

Trudy Cannon is Verint’s Senior Director of GTM Strategy supporting the Workforce Engagement Management suite.  In this capacity, she is responsible for driving go-to-market strategy, developing offerings, building tools, messaging, collateral, and sales enablement materials to support market growth.

Trudy joined Verint in 2011 and has held the role of Application Consultant in the Services organization and Solution Consultant in Solution Sales supporting WFE before joining the go-to-market team.  With over 30 years’ experience in contact centers, prior to Verint, Trudy held management positions with the largest telecommunications provider, a multinational financial services corporation and a major airline.