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Complimentary Roundtable: Thursday, July 24th - Best Practices in Workforce Management

July 25, 2014

7/24 -Roundtable: Best Practices in Workforce Management Presented by: Calabrio, Intradiem, Verint, Uptivity Agents crave more information, more skills, more variety, and greater control over their schedules. WFM needs to go beyond the numbers game and layer in real-time monitoring and metrics that sustain an empowered environment, one where agent performance, productivity and satisfaction are at their peak. Critical to contact center success will be finding new and creative ways to allow agents more control, providing them with clear visibility into their performance, and incentivizing them in ways they care about. This roundtable will provoke some interesting thoughts and discussion about the future role of the millennial agent and how to nurture excellence that cultivates and effective workforce and propels the business. http://www.crmxchange.com/roundtable/May2014/WFM.aspx

 
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