Optimizing the Contact Center: Secrets to Increasing Your Team’s Capacity and Efficiency

Date: Available On-Demand

Time: Watch It Now

Presenters: Jeremy Hyde , Roger Lee "Dr. WFO"

Moderators: Justin Robbins


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Staffing methods, process strategies, and technology to help your existing staff handle higher workloads

One of the fundamental challenges in today’s contact center is handling an increased workload without increasing the headcount.  It can be an overwhelming task but is one that’s critical to the success of every organization.  In this webinar, we’ll explore staffing techniques, planning best practices, process optimization strategies, and technology shortcuts that will enable your existing staff to handle higher workloads – without the obvious risks of increased agent burnout, increased error rates and lowered quality expectations.

During this webinar you will learn:

  • Best practices for improving agent efficiency and productivity
  • The role of desktop guidance and process automation to drive efficiency
  • How to make agents more productive, more successful and lead to increased agent engagement
  • Shortcuts and tips for best leveraging technology to reduce and automate workloads

Join us for this interactive and informative hour—complete with research, best practices, video clips, and live Q&A.

Jeremy Hyde

Jeremy Hyde

Board of Directors, Midwest Contact Center Association

Jeremy Hyde has over 10 years experience working in both inbound and outbound contact centers. In his current role he is responsible for vendor management and process oversight within the contact center for Ucare, a MN based health plan. Jeremy also serves on the Board of Directors for the Midwest Contact Center Association which aims to bring together a network of peers focused on collaboration and education. Jeremy is passionately focused on employee development, team culture and customer experience. 

Roger Lee "Dr. WFO"

Principal Evangelist for Workforce Optimization, OpenText

Roger Lee, “Dr. WFO”, Principal Evangelist for Workforce Optimization and influences the strategic direction for our Qfiniti product suite. He brings 20+ years of industry experience managing contact centers, consulting and selling to contact centers. Roger's broad experience, coupled with an infectious passion for customer care, gives him a distinctive perspective that is always valuable. Roger advocates for balance, regularly touting the necessity for equal focus on people, process, and technology throughout all customer service initiatives.


Justin Robbins

Founder, JM Robbins & Associates

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at

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