WFM Techniques for Controlling Costs & Improving Productivity

Date Aired: February 8, 2018
Time: 1:00 PM Eastern Time
Presenter: Justin Robbins , Yohai West
Moderators: Erica Marois

Watch the webinar video below.

Maximize your resources to their fullest.

Workforce management is one of the core pillars to a successful contact center operation. But, for as much planning that’s done in advance, the intraday management of the frontline staff is where WFM really hits the pavement. For many organizations, however, intraday works is highly manual and consumes valuable time and resources. As a result, it’s not uncommon for contact centers to lose significant productivity, and ultimately profitability, because of the manual work that’s happening.

In this ICMI webinar, you’ll hear the latest research from ICMI and NICE on how much damage manual intraday work is doing to the contact center and, more importantly, what can be done to reverse the trends. Gain valuable insight on how to get better results from your intraday processes, while positively contributing to employee engagement and buy-in. If you’re looking to maximize your resources to their fullest, this is one presentation that you don’t want to miss.

Attend this webinar to learn:

  1. Findings from ICMI’s latest research on intraday WFM
  2. Best practices for re forecasting and schedule planning
  3. Tips for handling PTO requests, schedule changes, and unforeseen events
  4. How to combat lost productivity and high forecast variances

Join this interactive hour, complete with live audience Q&A. 

Reserve Your Spot >

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

Yohai West
Solution Marketing Manager , NICE

Yohai has been a Solution Marketing Manager at NICE for over 8 years with expertise in Analytics and Adaptive Workforce Engagement Management Solutions.

Erica Strother headshot
Erica Marois
Content Marketing Specialist, 8x8
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

ICMI/UBM Privacy Statement