Live Webinar
Panel Discussion: Extending WFM Beyond the Contact Center
Tuesday 11 June | 12pm CET
Join speakers from Telenor, Standard Bank and Finnish Tax Administration discussing the challenges, processes and benefits of utilising WFM outside their contact centers.
Contact centers have a long and successful history of utilising WFM practices and applications to manage staffing levels and performance. Now there is growing demand for extending WFM outside the contact center to back-office operations and branches, but this presents new challenges!
Non-contact centre staff that do customer work such as claims and transaction processing, underwriting and in-person service in branches and stores, require a different approach to WFM. Which is why we have asked 3 experts from 3 organisations to share their experience with you!
This webinar provides the unique opportunity to hear from experts at Telenor, Standard Bank and Finnish Tax Adminsitration who have successfully extended Calabrio WFM across their organisations into back-office, branch and retail outlets.
They will share their experiences, challenges, and the remarkable benefits they’ve achieved.
Why attend?
- Gain insights from our panelists’ use cases and challenges
- Learn important considerations when expanding WFM outside your contact center
- Practical advice and best practice
- Expected (and unexpected!) benefits
- Participate in a live Q&A session with our expert panel
Marjoury Mawela
Head of Workforce Management and Optimisation, Standard Bank
Rikke Olesen
Workforce Management Planning Specialist, Telenor
Anniina Laisti
Service Owner, Finnish Tax Administration