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/r4e1cf39e471230a6f7bcd5d357c4348c