About the Event
For contact center leaders and agents alike, the pressures to deliver exceptional customer experience in an evolving world of work are mounting. To rise to the challenge, contact center leaders are looking for smart workforce management tools that will enable them to get more out of their agents. We’ve been building powerful tools that will optimize the way you schedule, forecast change, manage your agents and more.
The NextGen WFM is smart and easy-to-use, but we want to help you implement these tools in a way that works for you. That’s why we’re launching a new webinar series. Calabrio product experts are excited to help you discover the feature functionality of the NextGen WFM, and the power and flexibility that comes with it.
Sign up for this four-part webinar series to learn about these core functionalities of Calabrio’s NextGen WFM:
- Forecasting – July 23, 10:30am ET / 7:30am PT / 3:30pm BST
- Scheduling – August 13, 10:30am ET / 7:30am PT / 3:30pm BST
- The Agent Experience – September 3, 10:30am ET / 7:30am PT / 3:30pm BST
- Intraday and Real-Time Adherence – September 24, 10:30am ET / 7:30am PT / 3:30pm BST
Register today and be signed up for each webinar in our series. Attend each one and be entered in our drawing to win a brand new e-Bike, the Townie Go! 7D.
Don’t worry, if you can’t make them all, we will have prizes for a randomly selected attendee at each of our WFM webinars, including prizes like a 6-month Snack Crate subscription or a HelloFresh gift card.
Moderator: Dave Hoekstra, WFM Expert at 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.
Alexander Wareham, Applications Consultant, has 20+ years of call center experience ranging from being an agent to managing all facets of the operation. His main expertise is in Workforce management which is where he has spent most of his tenure in call centers ranging from 40 FTE to over 4000 FTE. During the past 6 years, he had worked for AAA of Western and Central New York as the WFM and Quality manager implementing and administering the full Calabrio’s full suite. During his tenure, he was able to reduce staffing expenses by over $1,000,000 while increasing the impact of WFM through the organization to include non-call center areas such as the truck fleet. He has been nominated twice for the SWPP call center professional of the year along with speaking at the SWPP, ICMI, IT Expo, and QATC conferences which show’s his passion for what he does.
Date and Time
Thursday 3rd September 2020