Wednesday, July 26
12:00-1:00 pm ET
Fixing WFM Challenges. Workforce management solutions should be instrumental in improving the customer experience and employee engagement while enhancing productivity. The goals for WFM are clear, but determining how to achieve them can be challenging. Join this webinar to hear from Andrea Matsuda of NICE and Donna Fluss of DMG Consulting to learn about new approaches, best practices, and tips for fixing WFM challenges, including:
- How to fix ineffective forecasting for digital and long interactions
- What to do when agents ask for more “say” in setting up and managing their schedules
- How to address fixed shifts, breaks, and lunches
- How to re-allocate staff in real-time for intraday management
Speakers: Donna Fluss, DMG Consulting, & Andrea Matsuda, NICE
Click here to register for this web seminar.