WFM Scheduling Guardrails - Balancing Agent Engagement and Business Need
Monday Mar 18, 2:00 PM – 3:00 PM EDT — RECORDING
As the landscape of contact centers change, so does the need to accommodate agents and their schedules. Many organizations are looking to WFM to solve the flexibility challenges, but how do these businesses keep smart guardrails in their scheduling processes? Join us for a discussion of how to intelligently weave business need and schedule flexibility together to lower attrition, increase agent satisfaction, and retain top talent in a competitive space.
Presenter:
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Dave Hoekstra, Product Evangelist, Calabrio
When it comes to Contact Centers, Dave has seen it all. He started his journey in the 90’s as an agent and continued through every role a contact center has to offer, eventually finding his way into his current role of Evangelist. Being Calabrio’s Product Evangelist is by far the favorite of all his roles as it gives him the ability and pleasure of sharing his knowledge and experience with other folks in the industry. And yes, being a father, grandfather, bassist, podcast host and photographer (and Texan), he uses words like “folks”. Combining 20+ years of experience in the industry with the rest of his life experience, Dave has a unique perspective of the tools, technology and challenges faced by today’s modern CX organizations and he looks forward to each and every interaction.
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