Manually updating schedule exceptions is a labor-intensive process that puts a big drain on your resources. Your WFM team already has a full plate - not to mention the backlog of admin work that piles up when agents call in sick, log in late, or take their breaks at the wrong time.
Rather than see these daily, unavoidable schedule exceptions as simply a cost of doing business, why not challenge the status quo and reclaim time and productivity for your team?
In this 15-minute executive webinar, you’ll learn how automatically triggering actions with real-time adherence can make a big impact for improved productivity and cost savings. You’ll also learn about:
Love to geek out about data? So do we! We're digging into customer contact data from the 2016 U.S. Election as well as other planned events like the Olympics and the SuperBowl. We invite you to join our hosts, Dave Thrailkill and Matt McConnell, as they dissect the data and discuss observations and impacts from different industries. You’ll get insight from other professionals in the audience and hear from our special guest speaker who will discuss his experience on how planned events are handled at a major financial organization.
This 30-minute executive session featured Dave Thrailkill, Senior WFM Leader. He joins our CEO Matt McConnell, and together they review how a recent event impacts business across industries and provide insights and tips for increasing contact center productivity without increasing budget.
NewGen WFM is about embracing the changes that are reshaping the contact center landscape from an employee, customer and business point of view, and it also describes the push toward technological innovation with better WFM functionality that includes new intraday management capabilities. In this webinar, guest speaker, Donna Fluss, analyst and founder of DMG Consulting, will discuss the major cultural shift that is already underway, in what she has coined as the "uberization" of WFM.