Webinar on demand

Intraday and Real-Time Adherence in Calabrio's NextGen WFM

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We can’t promise you’ll expect the unexpected, but we can promise you’ll be ready for it.

When unpredictable changes impact your contact center’s service levels, your schedule must change on a dime. That’s why we’ve built new Intraday dynamic scheduling tools, so you’ll be able to adjust agent schedules—in real time. These dynamic tools can instantly optimize agent lunches and breaks to better align with shifts in predicted call volume.

In the final webinar of a four-part series, Calabrio’s product experts walked through Intraday Scheduling tools and did a comprehensive overview of the Real-Time Adherence capabilities. We want scheduling to be quick and easy, so you can focus on achieving what matters for your business.

In this webinar, we covered:

  • How to view agent’s states and compare them to historical schedules
  • Why these new updates are so important as your agents shift to working remotely
  • How to easily navigate dashboards that will make scheduling adjustments quick and easy

 

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.

 

Alexander Wareham
Applications Consultant

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.