Win-Win WFM: Best Practices to Make Life Easy for Contact Centre Managers AND Agents
Steve Hurst, David Evans
Available on demand
12th September at 12PM
Every Workforce Management vendor promises a “better” approach to WFM. But who is it “better” for —your agents or your analysts? With two distinct stakeholder groups in the contact centre, too often, innovations and improvements focus on one at the expense of the other.
Join us 12 September at 12:00 GMT to learn the unique capabilities of next-generation WFM tools and how to empower your contact centre to make win-win improvements—for both agents and analysts.
In this webinar, David Evans, Solutions Consultant and WFM expert at Calabrio, will help you to:
– Spot gaps in workflows that can be amended to benefit everyone—both agents and analysts
– Tackle your biggest scheduling and forecasting pain points and learn how modern WFM tools can help facilitate the changes
– Boost agent engagement and satisfaction metrics which are a major factor in the success of utilising WFM technology
– Evolve your WFM strategy to benefit the masses while still gaining tangible results for your business