The way we work is changing. And while many organizations are returning to the office and families are preparing to send their kids back to school, people are looking for more flexibility and work/life balance than ever before.
For years, contact centers have operated on the premise that we can shoe-horn people into schedules that meet business needs, only considering personal preferences after that. And several contact centers rely on inflexible, one-dimensional tools for their workforce scheduling needs. But times are changing.
Join WFO Evangelist, Dave Hoekstra and Strategic Consultant, Kat Worman, as they discuss the rise of flexible scheduling and learn about the must-have tools needed to help balance your agents’ work-life balance desires with your organizational needs.
When it comes to Contact Centers, Dave has seen it all. He started his journey in the 90’s as an agent and continued through every role a contact center has to offer, eventually finding his way into his current role of Evangelist. Being Calabrio’s Product Evangelist is by far the favorite of all his roles as it gives him the ability and pleasure of sharing his knowledge and experience with other folks in the industry. And yes, being a father, grandfather, bassist, podcast host and photographer (and Texan), he uses words like “folks”. Combining 20+ years of experience in the industry with the rest of his life experience, Dave has a unique perspective of the tools, technology and challenges faced by today’s modern CX organizations and he looks forward to each and every interaction.
Kathie “Kat” Worman has been working in the contact center industry longer than she cares to admit! With more than 20 years of experience, Kat has held numerous contact center positions including management, data analysis, strategic operations, and service level planning. Prior to joining Calabrio, Kat was a principal consultant specializing in the implementation of process and applications within the contact center. She has provided consulting services to Fortune 500 companies throughout North America, Europe and Australia. Kat specializes in partnering with key stakeholders and workforce planning teams to deliver unique solutions to contact center challenges.