How to Build a Strong WFM Team – Webinar

THE DATE: Thursday 2nd March 4pm London / 11am New York


THE DESCRIPTION: How to build a strong WFM team and develop ‘bench strength’ from within Operations

What you will learn in this webinar

  • How the workforce management function should be set up
  • How to partner with operations to create a workforce management internship program in your contact centre
  • How to create a team that is not only effective today but is set up to be successful on an ongoing basis
  • Identify those you can begin to promote into the WFM team as the business expands or people leave
  • How to build ‘bench strength’ to ensure the continuity and success of your workforce management team

About the Speakers

  • Charles Watson has over 20 years’ experience in contact centre operations helping companies of all sizes optimise their workforce. He has served as a executive at several Fortune 500 companies and is an industry expert on WFM
  • Chris Dealy has specialised in WFM for call centres for 16 years. He frequently writes on the subject, he has helped countless companies to reap its benefits and knows the business case inside out.



Published On: 13th Feb 2017 - Last modified: 8th Mar 2017
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