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WFO2020

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How 2020 has Reshaped the Future of WFM: Changing trends and what you can do today to get ready for tomorrow

Wednesday Nov 4, 12:00 PM – 1:00 PM EDT — Recording



This year has thrown just about every curveball at our contact center operations, from WFM to performance management and everything in between. In this session you will hear how WFM has changed, where contact center priorities sit now across the industry, and how trends will continue to change into next year. 

In this webinar, you’ll learn:

  • What WFM trends have changed this year, and where we expect the industry to go next
  • Best practices for performance management and workforce management in your contact center that’ll improve your agent experience and customer satisfaction 
  • Actionable ways you can improve your efficiency by focusing on agent performance
  • How you can use performance data to forecast contact center demand and staff appropriately for better customer outcomes

Presenters:

Ric Kosiba, Chief Data Scientist, Sharpen Technologies

Sharpen.Ric_Kosiba                Ric Kosiba, Chief Data Scientist, Sharpen Technologies
Ric is responsible for developing data-driven initiatives to optimize agent performance and to use Sharpen's fantastic reporting tools and data layer to enhance the customer and agent experience. Prior to joining Sharpen in 2019, Ric co-founded Bay Bridge Decisions Technologies in 2000, where he developed the contact center industry’s first “what if” decision engine, a complex set of algorithms designed to forecast proper staffing levels. Ric received a Ph.D. in operations research from Purdue University.

Todd Cotharin, COO & Co-Founder, CommunityWFM

CommunityWFM.Todd_Cotharin Todd Cotharin, COO & Co-Founder, CommunityWFM

Prior to founding both WFMSG and WFMG. Todd Cotharin managed multiple contact centers for Citibank. He joined Cybernetics Systems International and held the position of Director of Customer Service responsible for all support and deployment personnel for the prominent workforce management solutions provider. Todd has both designed and influenced a number of workforce management solutions on the market today and is a widely recognized industry thought leader.