Events

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: Adopting a bring your own schedule approach for employees Self-service agility that promotes work-life balance Gamification to motivate and award agents New intraday management techniques Merit-based shifts and salary arbitrage 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!...

Essentials of Staffing: Models and Calculations for Contact Center Staff — Managing a contact center means managing by the numbers and the most important number is the right number of staff in seats at the right time. Learn the essentials of calculating staff requirements, including how to assemble workload and apply Erlang techniques to determine staffing to meet service goals. In addition to staffing for incoming telephone calls, learn how to calculate workload and apply the proper staffing techniques for outbound calling, email, and chat contacts. Seminar attendees will learn to: Define complications of staffing for inbound calling. Identify potential staffing models. Calculate staffing workload. Discuss speed of service definitions and implications. Apply Erlang techniques to identify staffing numbers. Identify calculations and considerations for other contact types. Click here to register: https://swpp.webex.com/weblink/register/r2558f843b198f6707f1dd13998005a8e