Webinar On Demand

Top 10 Workforce Management Pitfalls

(...and How to Solve Them!)

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Workforce management is key in driving customer service operations, through processes like forecasting, planning, scheduling, reporting and performance analysis. However, mismanagement of any of these key areas can lead to inefficiencies and employee dissatisfaction. View this recorded webinar to hear from WFM experts on where lie the biggest pitfalls when it comes to workforce management, as well as their tips and tricks for solving them.

This round-table discussion covers common areas of the workforce planning and management process, including:

  • Plan performance and intraday operations
  • Development of your WFM team
  • Agent journey and attrition
  • Measuring KPIs
  • ...and more!

About the Speakers

Dave Hoekstra
WFM Evangelist

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.