Online Webinar
Live on CRMXchange.com
(USA
)
05/18/2010 - 05/18/2010
The Winning Staffing Formula - A benchmark study of contact center workforce management
Click here to register for free
Presented By: Donna Fluss, President, DMG Consulting
Date: May 18th, 1:00- 2:00 pm Eastern
Like them or hate them, WFM solutions are the most important productivity tools for contact centers. When they work, they greatly reduce labor costs and ensure that the right number and mix of agents and supervisors are available at all times. Handling calls is hard enough. But contact centers now need to address calls, email, chat and, increasingly, social media. Contact center management is increasingly looking to WFM solutions to help them meet complex challenges.
During this webinar DMG Consulting will share the results of a worldwide benchmark study on contact center WFM. DMG Consulting and InVision Software will provide technology and operational best practices that will help you optimize the benefits of your WFM solution today and into the future. This webinar will address many topics, including:
• The top WFM forecasting and scheduling challenges and how to address them
• Channels currently supported by WFM and what is planned for 2014
• The changing role and benefits of WFM solutions for contact centers and the enterprise
• The growing impact of social media on contact centers
