An effective call center starts from the bottom up- when you have agents that are happy, motivated and have good morale, that can lead to a strong upward motion of effectiveness and retention that makes your life easier.
Yet many companies are hesitant to journey down the road of workforce optimization. Join us as we discuss how our clients are utilizing workforce management tools to empower agents and increase schedule retention all while ensuring quality customer service adherence with less managerial intervention.
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.
Workforce Optimization Lead, Waterfield Technologies
April has over 16 years experience providing exceptional client experience in the area of Workforce Optimization. Utilizing her diverse knowledge, she collaborates with Waterfield's top clientele to align their end business goals with the proper tools and processes to address often complex challenges and provide ongoing guidance ensuring their success.