You've created your forecasts and schedules for the next few weeks, but how can you elevate this function to drive greater impact to the business?
In this webinar, you'll learn how to partner with business leaders to review the risks and opportunities to achieving service goals, while also fulfilling the needs of your agents.
With a little bit of effort and great communication, you can transform your planning into a powerhouse function that:
- Effectively plans for future events like company meetings
- Reduces use of overtime
- Predicts upcoming staff changes due to promotions and attrition
- Formalizes a strategy to overcome call volume peaks
- Utilizes periods of over-staffing effectively
*This webinar is hosted in collaboration with Teleopti, a Calabrio Company.
About the Speakers
Brian Munoz
WFM Consultant
A WFM expert, Brian Munoz has worked in the contact center space for years and spent the last two and a half years as a Project Manager at Teleopti. With a strong background in workforce management and contact center best practices, he prevails in leading data analysis and performance optimization projects by challenging the status quo – recognized by his ‘Employee of the Year’ status in 2018. Prior to his role with Teleopti, Brian managed a WFM team that supported global operations in the insurance industry.
Kat Worman
Workforce Management Expert
Kat Worman has been working in the contact center ind
ustry 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.
This webinar is held in partnership with Teleopti, a Calabrio company.
