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Enterprise Connect - Schedule Viewer

The Enterprise Connect expert-led conference program will discuss the latest systems, software, services and applications for enterprise communications and collaboration. The conference is designed with one objective in mind: To help you optimize your investments in communications and collaboration systems, software and services. Click on session titles for full session descriptions. All times noted are in EDT.

Your WFM Solution Alone Can’t Save You

Juanita Coley  (CEO & Founder, Solid Rock Consulting)

Date: Tuesday, March 22

Time: 8:00am - 8:45am

Pass type: Entire Event Orlando, Tuesday-Thursday Orlando - Get your pass now!

Track: Contact Center & Customer Experience

Session Type: Conference Breakout Session

Vault Recording: TBD

On the heels of a raging pandemic, enterprises all over the world are asking: How do we facilitate better customer experiences while keeping an engaged and empowered workforce? A significant part of the answer is workforce management, also known as WFM. Simply put, workforce management is the practice of ensuring you have the right people (resources) in the right place at the right time to handle customer interactions.

In this session, a leading contact center consultant will break down four core tenets (data management, forecasting, scheduling, and intraday management) of workforce management, and will show how enterprises can use a holistic WFM strategy to boost customer and agent experiences.

Takeaways:

  • Understanding WFM the discipline vs. WFM the solution and why it matters.
  • How to ensure your WFM solution meets the demands of your business.
  • Understanding whether your company culture is really ready for a WFM solution

Background Reading: Workforce Management Is the Great CX and EX Equalizer