December 9

Setting Strategic Goals for Workforce Management — Just like the organization as a whole and the contact center within it, the Workforce Management department needs to have strategic goals that define the direction for the team. Clearly set overall goals make short-term decisions easier and performance more consistent. In this session, you will learn:

• The 10 most common goals.
• Definitions and applications.
• Implications of different calculations.
• Tradeoffs when goals create conflicts.
• The essentials of creating a strategic plan.

Click here to register:  https://swpp.webex.com/weblink/register/r1ec61d8ea4c5ed1281f3ef62f2c1f754