Date: Tuesday, April 8
Time: 11:00 am CT
Best Practices to Empower and Retain Your Employees: The Future of Self-Managed Scheduling
As flexible work becomes the priority for employees in 2025, contact centers are facing mounting pressure to modernize their scheduling practices to meet the evolving expectations of today’s workforce. In this webinar, we will explore how embracing flexibility in scheduling can significantly enhance agent engagement, reduce turnover, and improve operational efficiency. Join Donna Fluss, Founder and President of DMG Consulting and Andrea Matsuda, head of product marketing for WFM at NICE, as they delve into key strategies including:
Don’t miss out on learning how adopting flexible, self-managed scheduling can be a game-changer for your contact center in 2025 and beyond. Register now to unlock the future of workforce flexibility!
Speakers:
Donna Fluss, DMG Consulting
Andrea Matsuda, NICE
Is Your Contact Center Ready for Gen Z—or Are You Stuck in the Past?
Explore how Gen Z and millennial workers’ expectations around flexibility, technology, and career growth are reshaping employee experience strategies in contact centers. You’ve heard the buzzwords: flexibility, purpose, growth, technology. But for the next generation of workers, these aren’t perks—they’re expectations. Gen Z and millennials now dominate the workforce, and they’re demanding workplaces that prioritize autonomy, inclusivity, and innovation. For contact centers, this shift means rethinking everything from schedules to technology to career paths. Are your strategies aligned with their expectations, or are you still clinging to outdated practices?
Speakers: Ian Storm, Carolyn Pilgrom, & Justin Davis, Aspect
Click here to register: https://events.zoom.us/ev/ArEroCQxIPDUxxAUdPosk86UHQzTssLolb9njB50yj5fGERjtHNc~AnOAIKxjJ5fow-DnKLPzQn5DjnuZ8OY6ejKGlx0H8OTsz4Wc48J9_8IVFSmm2avecGF1qaO-FdU3gjN2dbvrbYbbFw
Selecting New Technology. Are you getting ready to acquire new technology? Is it something you’ve not had before or a replacement of an existing system? This session will review the steps to developing a comprehensive request for proposal (RFP) and the process needed to review the options available while considering the role of IT, Finance and Purchasing in the analysis of options and final decision. Learn a proven process for making a well-balanced decision that considers system technology, vendor capabilities and financial concerns. – Speaker: Maggie Klenke
Click here to register: https://swpp.webex.com/weblink/register/rae165310796d36439f36c44697f84645
Date: February 25, 2025
Time: 10:00 -11:00 AM CT
Empowering Supervisors: A New Lens for Workforce Engagement
Supervisors today face persistent challenges in addressing contact center agent burnout and turnover. In today’s remote and hybrid work environments, they often lack the visibility they need to identify and address workforce pain points before they escalate. The result? Increased turnover, strained morale, and mounting costs—up to $35,000 per agent.
But what if you could predict burnout before it happens? Intradiem’s Agent Burnout Indicator solves this problem by using advanced machine learning (ML) and quantitative analytics to predict burnout before it results in attrition. By identifying early warning signs, Agent Burnout Indicator empowers supervisors to make proactive decisions based on data. This fosters a more engaged, more committed, and more productive workforce.
Join us for a 45-minute webinar to hear how Intradiem’s Agent Burnout Indicator enables supervisors to move beyond guesswork and blanket approaches to implement data-driven strategies that protect agent well-being, boost engagement, and drive performance.
What You’ll Learn:
Don't miss this opportunity to embrace the next evolution in workforce management, designed to transform the way you support your team and optimize workforce operations.
Speakers:
Josh Wilkins – Solutions Consultant, Intradiem
Tristan Pahud – Product Manager, AI/ML, Intradiem
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
Signs of Success: Metrics and Measures of WFM Performance — Almost every contact center employee has a performance scorecard, outlining expected levels of performance in many different areas. The workforce management team is no exception. While the tasks may vary from center to center depending on size and functional design, there are common ways to define metrics that point to good performance and a job well done. Learn about the four components of WFM success, along with different ways to measure and report the numbers. See measurement case studies, along with best practices for defining WFM metrics.
Seminar attendees will learn to:
Identify the four components of WFM success.
Calculate results with three different approaches.
Apply the analysis steps to sample data.
Define customer and employee satisfaction metrics.
Identify specific questions to gauge satisfaction with the WFM team.
Click here to register: https://swpp.webex.com/weblink/register/rca01dfda9af15283f0f2543d4641411a
Managing Daily Service: An Intra-Day Plan to Keep Staffing and Service on Track — Achieving intra-day success involves a process of monitoring, tracking, assessing, and acting to ensure staffing levels stay intact to deliver service regardless of the events of the day. In this session, you will learn about ways to monitor and track call volume, handle time, and staffing throughout the day in time to make changes as needed to impact service. Hear about communications and reaction strategies to affect both under-staffing and over-staffing with minimal disruption and maximum coverage.
Seminar attendees will learn to:
Outline the basic components of an intraday management process.
Compare forecast to actual workload.
Identify when a new forecast and/or plan is needed.
Outline a variety of schedule exception management practices.
Identify service management communications strategies.
Outline potential reaction strategies for understaffing and overstaffing scenarios.
Click here to register: https://swpp.webex.com/weblink/register/re66a635eaffd72d4b4c1d1a5a15e275f
Managing Schedule Adherence: Creating an In-Place and On-Time Culture — An accurate forecast and perfectly constructed schedules don’t mean much if the frontline staff are not following the plan. In this session, you will learn various measures of how to measure adherence and quantify the problem of schedule non-adherence. See how common principles of performance management can be applied to identify reasons for non-adherence and what you can do to change adherence behaviors. Hear how some centers have created an adherence culture that works.
Seminar attendees will learn to:
Define ways to measure schedule adherence.
Describe considerations for setting and communicating adherence goals.
Calculate and quantify the problem of non-adherence.
Identify reasons for non-adherence and associated performance problems.
Identify ways to apply proper consequences to create an adherence culture.
Click here to register: https://swpp.webex.com/weblink/register/rd0ab92793e2fbc7559baf92a474868c1
