This webinar-class moves away from the actual scheduling process to what scheduling means for the contact center and the company’s bigger picture. What impact can scheduling have, whether static or dynamic, on the overall productivity and performance of the contact center? Dave Hoekstra, Senior WFM Consultant at Teleopti, will explore what scheduling questions management should be asking to make sure the workforce is being utilized properly. What things should management pay attention to? What are the key scheduling signs of a good WFM, or a bad one? How can management ensure the contact center is being run properly and has top talent in place?
Overall, management needs to understand the effect of buying decisions, and how WFM scheduling fits in with the companies’ customer experience and digital strategies. This class examines all these factors.
Pre-Sales Consultant, Teleopti