Webinar On-Demand

Scheduling in Calabrio's NextGen WFM

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Smart and easy scheduling will transform the way you work.

As your agents transition to a remote work model, delivering ideal scheduling solutions shouldn’t be a hassle. Accurate, streamlined planning is the first step in ensuring your contact center is ready for rapid growth and optimization.

That’s why we’re hosting a four-part webinar series—to help you explore the vast functionality of our NextGen WFM. In this webinar, we dig into some new scheduling capabilities. Calabrio product experts are here to guide you through the scheduling module, where users will have even more control over creating and maintaining effective schedules.

Watch this webinar on-demand to learn:

  • How to utilize unique features like fairness, agent temporality and preference optimization
  • Why effective scheduling is paramount, by walking through various what-if scenarios
  • What you can do right now to get the most out of your agents with rapid custom scheduling

 

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.