Improve Workforce Efficiency Across Business Processes
Empowering contact center excellence for 30 years!

Improve Workforce Efficiency Across Business Processes

Date: Available On-Demand

Time: Watch It Now

Presenters: Kirwyn Adderley, Stefan Captijn, Justin Robbins


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Discover how to prevent a disconnect from occurring between the multiple touch points within your organization.

When it comes to managing and meeting customer expectations, many organizations understand the core metrics and necessary functionalities required when serving the traditional communication channels. What happens, however, to the numerous work items that are generated by your business processes, CRM systems, and various other applications?  For many organizations, they enter a world of the unknown that’s characterized by multiple systems, limited insight on progress, an inability to meet real-time SLA’s, and a lack of accountability for employee performance.

During this webinar you will learn:

  • The importance of prioritizing interactions and work items
  • The value of routing the right work to the right employee
  • The tools necessary to forecast and schedule for all business processes
  • The benefits of blending back office work items with other channels
  • The role of data in effective workload management

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.

Kirwyn Adderley, Walgreens

Kirwyn Adderley

Director of Workforce Management, Walgreens Centralized Pharmacy Operations

Kirwyn Adderley has over 22 years of operations and workforce management experience.  He is the Director of Workforce Management  for Walgreens Centralized Pharmacy Operations.  Kirwyn’s workforce management team supports 100% back office work groups.  Earlier this year Kirwyn was announced as The Society of Workforce Planning Professionals (SWPP) 2014 Workforce Management Professional of the Year.

Stefan Captijn

Senior Director of Product Marketing, Genesys

With over 20 years of experience in the IT and Customer Service business, Stefan has an unusual mix of experience having served in IT, Consulting, Marketing and Business Development roles. Stefan started with Genesys in 2000 and currently Stefan focusses on the Genesys Workload Management product line. Stefan has a passion for running, cycling, loudspeaker building and enjoys public speaking and travelling the world.

Justin Robbins

Community Director, ICMI

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's moved from agent to senior leader, worked in and with inbound and outbound centers ranging in size from 5 to 2500+, and gained experience in a number of industries including hospitality, technology, manufacturing, and education. Most recently, Justin developed the training and professional certification programs for the International Customer Management Institute and has personally trained thousands of individuals around the globe on contact center best practices.

As ICMI’s Community Manager, he leads their research programs, content direction, and the ICMI Global Contact Center Awards Program judging process. His infectious enthusiasm for the customer service industry has led him to be a writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators, and motivational business leadership.

You can reach Justin on-line at: | |

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