Overview:
Workforce management doesn't just impact the contact center! Attend this webinar to learn how the entire organization can benefit from an effective workforce optimization strategy. We'll show you how the contact center, IT, and other department executives can share information, work together, and deliver a more cost effective customer experience.
Join us and take away:
- The information and metrics your contact center should deliver to other areas of the organization
- The tricks to sharing the total cost of ownership - the ROI secret behind workforce optimization
- The advantages of cloud versus premise-based solutions
Workforce optimization can impact revenue, costs, and customer loyalty. When used correctly, it can be a competitive advantage for the entire organization!
Presenters
Brian Golden
Founder, Managing Partner, Contact Center 411
Brian Golden brings more than 20 years of leadership experience in contact center operations management, customer interaction strategy, organization design and development, and process engineering. As a founder and managing partner of a contact center-focused consulting firm, Contact Center 411, Brian partners with client companies to create and implement solutions for aligning their service strategy with market and customer demands while achieving cost effectiveness in their operations. His extensive experience working both internally in line management as well as externally as a consultant to organizations within a variety of industry verticals allows him to quickly ascertain client needs and develop lasting strategies that take companies to new levels.
Kristyn Emenecker
Vice President, Product Marketing for 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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