Webinar On-Demand

Customer Panel: What We Learned After Shifting to a Remote Workforce

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What Works for Managing Remotely? What Doesn't?

Many organizations have rapidly shifted from a physical contact center to one where most, if not all of their team, is working from home. And many made the shift almost overnight.

In this webinar on-demand, we share insights from Calabrio customers who successfully guided their teams through this transition and they share their biggest lessons learned during the rapid shift to work from home.

Watch the webinar to learn:

  • What the biggest challenges were in shifting to a WFH model
  • How they maintained strong customer service levels during the transition
  • What are their best tips for scheduling, training, evaluating and managing a remote workforce

 

Moderator: Dave Hoekstra
WFM EvangelistDave 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.

 

Arthur Osmelak - Northwestern MedicineDave Hoekstra, WFM Expert at Calabrio
Manager of Access

Arthur Osmelak is the manager of access at Northwestern Medicine with more than 10 years of healthcare leadership experience. Arthur is a performance operations professional with extensive experience planning, developing and implementing quality, training, and workforce initiatives in newly integrated contact centers. Arthur is a proven leader in achieving operational effectiveness and staff retention in an ever-changing healthcare field.

 

Paul Grubic - GE AppliancesDave Hoekstra, WFM Expert at Calabrio
Director of Owner Channel Operations

Paul Grubic is the Director of Owner Channel Operations at GE Appliances, a Haier company. He has more than 15 years of experience in business management, development, IT, and finance, including roles as a corporate controller at KL Energy Corporation and as director of Finance & Estimations at Schad Companies. Paul is Green Belt DMAIC Six Sigma Certified and lives in Rapid City, South Dakota.

 

Aaron Jacobs - GE AppliancesDave Hoekstra, WFM Expert at Calabrio
Director of Workforce Management and Analytics

Aaron Jacobs is a call center leader with more than 20 years’ experience with expertise in workforce management, reporting & analytics.  He holds BS degrees in Finance and Management and is currently working towards a Masters at DU in Data Science.