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Leveraging WFM throughout the Enterprise

Wednesday Nov 13, 2:00 PM – 3:00 PM EDT — LISTEN TO RECORDING



Creating a schedule that meets your organization’s unique needs and balances employee individualism regardless of what they do, where they are, or what channel they’re handling can be a challenging task.  Whether it is balancing a variety of shifts on a single channel or developing full-time shifts that can cross channels, languages and geographies, you will want to develop a WFM plan that can:

  • Engage employees to interact and build creative workflows for building upon base schedules
  • Scale for a full enterprise; from contact center to back office and even into branches
  • Create plans and schedules as simple or complex as each group or team necessitates
  

Presenter:

Andressa Marlan, Product Strategy Manager, Verint

Verint.Andressa-Marlan Andressa Marlan, Product Strategy Manager, Verint

Andressa Marlan joined Verint in 2012 and is a product strategy manager. A former contact center, WFM practitioner, Andressa has managed both internal and BPO teams with sizes ranging from 200 to 9,000 agents. For the last decade, she has leveraged that experience to help customers align business needs with customer engagement solutions and methodologies. Her experience has evolved beyond WFM to front- and back-office workforce engagement solutions that empower employees, delight customers and embed automation to drive these twin goals as it decreases costs.