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Maximizing Workforce Management to Improve Customer Experience and Increase Operational Efficiency

Wednesday Apr 30, 2014 Presented by Energy Central
Your Office

The on-demand webinar will focus on: How to apply the key tenets of Workforce Management to existing or new practices; Application of effectiveness measures for each process of Workforce Management; and Lessons learned during a Workforce Management practice optimization project (processes and technology).

View The Webcast Now


(Note: Members only – not a Member? – Join Now!)
 

Event Information

Location: Your Office,
Venue: Virtual Event
Event Price: 0.00 (US)

Organizer Information

Energy Central
Contact Name: Energy Central
Phone: 303-782-5510
 

Events In Related Topics

More Information:

 


ON DEMAND WEBINAR LEARNING OBJECTIVES:
How to apply the key tenets of Workforce Management to existing or new practices
Application of effectiveness measures for each process of Workforce Management
Lessons learned during a Workforce Management practice optimization project (processes and technology)

WHO SHOULD VIEW:
Contact Center Managers
Workforce Managers
Customer Care/Service Senior Executives

PRESENTATION DESCRIPTION:
The webinar will provide insight into how Vertex partnered with The City of Oklahoma City to implement a new Workforce Management tool and new, tailored processes to accompany it. This implementation led to increased abilities for the organization to meet its service level obligations while simultaneously increasing operational efficiency and provided the foundation for additional transformational activities. The presentation will focus on the key principles that underlie effective Workforce Management practices and how to best incorporate these principles to ensure success.

Moderated by Intelligent Utility Editor-in-Chief Kathleen Wolf Davis, webinar panelists include:

Paul De Martini
Leigh Booth
Management Specialist
City of Oklahoma City,
Utilities Department

Iain Graham
Lee Cooper
Director, Contact Center Optimization
Vertex

Kathleen Wolf Davis
Maureen Coveney
EVP, Global Sales
Vertex

Click here to view the free ON DEMAND webcast now.

 

sponsored by:
Oracle Primavera