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WFO2020

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Workforce Jeopardy

Thursday Nov 5, 2:00 PM – 3:00 PM EDT — Recording



Join for a game of workforce management Jeopardy. Win prizes!

Presenters:

Vicki Herrell, Executive Director, SWPP and QATC

SWPP-QATC.Vicki Herrell Vicki Herrell, Executive Director, SWPP, and QATC

Vicki serves as Executive Director of the SWPP and QATC, and oversees the strategic direction and the day-to-day operations of the associations. She brings to the position over 16 years of experience in the call center and WFM industry, serving for many years in the area of client relations and events management for the former TCS Management Group. She is the editor of SWPP’s On Target newsletter and the WFM Expert Solutions book.

Other Sessions With This Presenter

Watch the Magic Show


Dave Hoekstra, WFM Evangelist, Calabrio

Calabrio.Dave-Hoekstra Dave Hoekstra, WFM Evangelist, Calabrio

Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.


Alexander Wareham, Applications Consultant, Calabrio

Calabrio.Alexander_Wareham Alexander Wareham, Applications Consultant, Calabrio

Alexander has 20+ years of call center experience ranging from being an agent to managing all facets of the operation. His main expertise is in workforce management which is where he has spent most of his tenure in call centers ranging from 40 FTE to over 4000 FTE. During the past 6 years, he had worked for AAA of Western and Central New York as the WFM and Quality Manager implementing and administering Calabrio’s full suite. During his tenure, he was able to reduce staffing expenses by over $1,000,000 while increasing the impact of WFM through the organization to include non-call center areas such as the truck fleet. He has been nominated twice for the SWPP call center professional of the year along with speaking at the SWPP, ICMI, IT Expo, and QATC conferences, which shows his passion for what he does.