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Optimizing Staffing and Scheduling with Automation


Date Aired: October 16, 2019
Time: 2 pm ET
Presenters: Wendy Fowler , Adam Aftergut
Moderators: Roy Atkinson
Sponsor:
NICE

Watch the webinar video below.


Join us on Wednesday, October 16 at 2:00 PM ET for an interactive and informative hour focused on optimizing staffing and scheduling with automation.

In this webinar we will discuss minimizing or eliminating the “paperwork” drudgery of staffing and scheduling by automating these key workforce management (WFM) processes. According to ICMI research, 24% of organizations have contact center managers who are in charge of scheduling, while 75% have dedicated managers or teams to do this work. If staffing and scheduling can be addressed through automated processes, these managers would be freed to focus more on the important people and customer relations aspects of their jobs. We will explore the uses and possible ROI for these tools:

During this webinar, you will learn:

  • How much time contact center managers are spending on staffing and scheduling
  • Which processes can and should be automated to free management time
  • How you can plan and implement automation in your organization to cut wasted time and effort

Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.

Reserve Your Spot!


Presenters
Wendy Fowler
Wendy Fowler
Senior Certified Consultant and Trainer, ICMI

Wendy has a passion for Customer Service and the talent to quickly identify opportunities within an organization. She provides the necessary design to make cost-effective, data driven, impactful change.

In her 30 years in the contact center industry, she has worked with more than 100 clients across a variety of industries. Wendy has been helping organizations improve performance by providing expert analysis, feedback and actionable solutions in such areas as: Workforce Management, Quality Assurance, Call Routing, Employee Retention, Recruiting and Hiring, Training & Development and Performance Management.

Wendy has a proven track record for implementing and reengineering successful, world-class workforce management practices for dozens of companies of all sizes and industries. She has experience with many WFM products such as: Nice, Verint, Aspect, Genesys, Pipkins, Calabrio, WFMSG and Teleopti.

Wendy is a Senior Certified Consultant and Trainer for ICMI where she teaches such courses as:

• Workforce Management Bootcamp

• Next Level Workforce Management

• The Power of Metrics and Data

• Contact Center Coaching

• Essential Skills and Knowledge of Effective Contact Center Management

She is also a guest speaker at many industry events such as ICMI, NECCF and SWPP. Wendy calls Jacksonville Beach, Florida home. In her spare time, you can find her on the beach or on the boat, walking her two teacup Chihuahuas-- Zoe and Zuri or playing with her two grandsons, Wade and Conor.

 

Adam Aftergut
Adam Aftergut
Product Marketing Manager, NICE
A product marketing manager on the NICE Workforce Optimization (WFO) team, Adam has over 9 years of experience in the enterprise software industry. He’s an expert in product marketing strategy in connection with select current and new WFO product categories. As part of his current focus on the NICE EEM solution, Adam develops tools and resources for customers to learn about the measurable business benefits of software solutions designed to drive staffing optimization and employee engagement.


Moderators
Roy Atkinson
Roy Atkinson
Senior Writer/Analyst, HDI

Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy's blogs regularly appear on HDIConnect, and he is highly rated on social media, especially on the topics of IT service management and customer service. Roy is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.


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