From Manual to Magnificent: Workforce Optimization for Your Contact Center
Empowering contact center excellence for 30 years!

From Manual to Magnificent: Workforce Optimization for Your Contact Center

Date: Wednesday, June 18, 2014

Speakers: Sarah Stealey Reed, Kristyn Emenecker

Sponsor:

Watch or download the Educast below.

Guidance for simplifying and improving workforce management processes in the contact center

Workforce optimization can be a game changer--for the contact center, and for the business as a whole.

In this Educast, Sarah Stealey Reed and Kristyn Emenecker share findings from the latest ICMI research and offer guidance for simplifying and improving workforce management processes in the contact center.

During this 20 minute Educast you wil learn how to: 

  • leverage automated workforce optimization to increase CSAT
  • improve agent performance
  • strengthen customer loyalty
  • develop contact center career paths


Go ahead, watch it now, and begin transforming your contact center from a cost center to a strategic partner!

Click here to download the educast to your computer. (Right click and save the file to your desktop)








Speakers

Sarah Stealey Reed

Director of Content Marketing, Zendesk

Sarah Stealey Reed is Director of Content Marketing at Zendesk. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

She has held positions as the Senior Manager for the Workplace Services Call Center at Deloitte, and also as the Content Director for ICMI, where she was responsible for the editorial content and community strategy for icmi.com. She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed

LinkedIn

Kristyn Emenecker

Vice President & Business Lead, WFO Solutions Group, inContact

Kristyn Emenecker has been in the contact center industry for the past 18 years, serving in a variety of operational, consultant, and senior leadership roles.  Most recently serving as Vice President, Solutions Marketing for Verint Systems, Kristyn has been a mainstay in the technology side of the contact center arena since 2000.  Today she is focused on product marketing for the inContact cloud-based contact center solutions.  Kristyn is active in a number of industry groups, published in multiple trade journals and a regular on the industry speaking circuit.


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Topics: Workforce Management, People Management

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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