What you will learn in this webinar
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How the workforce management function should be set up
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Identify those who you can begin to promote into the WFM team as the business expands or people leave
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How to partner with operations to create a workforce management internship program in your contact center
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How to build 'bench strength' to ensure the continuity and success of your workforce management team
About the speakers
Chris has specialised in WFM for call centres for 20 years, helping organisations of all sizes to up their game with workforce planning. Be it inaccurate forecasts, failing consistently to hit SLA, firefighting on the day, getting poor schedule adherence or just struggling with time-consuming and error-prone manual processes - Chris has seen it and can help find a solution.
Charles has over 20 years experience in Contact Centre operations helping companies of all sizes optimize their workforce. He has served as a executive at several Fortune 500 companies and is an industry expert on WFM.
Wendy is a Call Center Operations and Workforce Management Consultant with expertise designing, implementing and improving operations and technology solutions that optimize the effectiveness of call centers with a special focus on healthcare, financial and hospitality industries.