Juanita Coley (CEO & Founder, Solid Rock Consulting)
Date: Wednesday, March 23
Time: 8:00 am - 8:45 am
Pass type: Entire Event Virtual - Get your pass now!
Track: Contact Center & Customer Experience
Session Type: Virtual Conference 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.