The WFO Puzzle: Putting the Pieces Together
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The WFO Puzzle: Putting the Pieces Together

Date: Available On-Demand

Time: Watch It Now

Presenters: Sarah Stealey Reed, Kristyn Emenecker, Erica Strother Marois


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WFO is a dynamic puzzle of technology, processes and resources, that when properly put together can be the key to optimizing the contact center. Join us as we show you how to put the WFO pieces together to save your contact center money and valuable time!

There’s no denying that the contact center is becoming more complicated.  Every time a new channel is added, or a new customer type is identified, the contact center must quickly adapt. Fortunately, the contact center already has a powerful set of tools to leverage; their workforce optimization (WFO).

WFO puts automation, insight, and predictability easily into your hands.  Not only will WFO save your contact center money and valuable time, it will also provide you with an incredible understanding of your customers and agent needs.

Join ICMI and inContact as we show you how to put the WFO pieces together!  We’ll review the findings from ICMI’s latest workforce optimization research and truly show you how to harness the power of the contact center.

You will learn:

  • The pieces of the 2014 WFO puzzle that you need to have
  • How you can leverage WFO in your contact center and your company
  • How WFO can reduce the manual challenges of the contact center
  • The ways to connect your IVR, ACD, Dialer, and WFO together for predictability and insight

ICMI and inContact will show you that no matter what your size, or what your budget, WFO can work for you.  You just need to know how put the WFO pieces together.

Join us for this interactive and informative hour—complete with audience polls and live Q&A.


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 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


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.

Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Strother Marois is the Community Strategist at ICMI. With a background in marketing, public relations, and social media, she brings more than six years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!

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Topics: Technology