Today's workforce is constantly changing
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 their personal preferences after that. Come hear how you can work with agents to find mutually beneficial solutions to staffing issues to achieve higher agent morale and lower turnover. Share your own "wins" as we all work to make life better for our agents and our bottom line.
ABOUT THE SPEAKER
Kat Worman, WFM Product Owner
Kat Worman has been working in the contact cente
r 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.
