Best practices in workforce management and performance optimization - ERP Spain.com - España y América Latina

Keynote: One Down and the B.E.S.T. To Go - Your Plan for Motivating Yourself and Others Presented by Patrick O’Dooley, Professional Speaker & Consultant Start off the week with this fun filled session. Hear "take aways" you can start using immediately.

Be Purposeful with the Results Coming from your Workforce Optimization Team Presented by Patrick Russell, Product Marketing Manager, inContact Join the conversation as we take a deeper look at the pillars of Workforce Optimization (WFO), as a whole and peel back the onion for a close up examination of how these core technologies are a must have in any contact center.

How to Optimize Staffing Levels Through Agent Schedule-Change Empowerment Presented by Larry Schwartz, CEO WorkFlex Solutions Explore how your company can make agent schedule-change empowerment a true win-win-win for agents, workforce administrators, and contact center operations management.

Focus on Agent Adherence Roundtable Presented by Sandra McFatridge, Caremark/CVS, Rick Seeley, Convergys, Jeff Bretana, Navy Federal Credit Union, & Marshall Lee, ADP; Sponsored by NICE Hear from a panel of your peers and experts and learn how to create an adherence plan and increase the likelihood that schedules will be followed.

The Impact of Schedule Flexibility Presented by Shawn McCormick, Workforce Optimization Specialist for Call Design NA This presentation will show, step by step, how increasing schedule flexibility can achieve both goals.

Team Building Exercises for Your Workforce Management Team Presented by SWPP Board This session will give a variety of exercises to build loyalty, accountability, morale and productivity in the workforce management team, or any other team.

Takeaways from the 2015 Contact Center Workforce Optimization Report Presented by Dick Bucci, Pelorus Associates, Katerina Vetrovec, Solutions Consultant, VPI Drawing on the results of an in-depth research study, you will hear the new role of the contact center in supporting customers and agents, the impact of the latest laws and regulations, customer experience management best practices, the metrics that really matter today.

The Math of Contact Center Staffing Presented by Maggie Klenke & Penny Reynolds, Founders The Call Center School; Sponsored by Calabrio You’ll learn to calculate all the important staffing trade-offs, including staffing impacts on service, occupancy, and cost.

Four Modern Trends & Practices to Optimize WFM Presented by JaNae Forshee and Rajeev Venkat, Verint Learn the latest trends and practices that have evolved to take WFM out of its traditional niche into modern customer engagement practices.

Case Study: RCN Journey through Performance Management Presented by Carel Warfield, Senior Sales Specialist at Aspect and Bill Sievers, SVP Customer Care at RCN. Learn how RCN worked across departments on a beneficial solution, determined criteria, managed the roll out and hear about the results they are experiencing with PM.