How the workforce management function should be set up
Identify those who you can begin to promote into the WFM team as the business expands or people leave
How to partner with operations to create a workforce management internship program in your contact center
How to build 'bench strength' to ensure the continuity and success of your workforce management team
Charles has over 20 years experience in Contact Centre operations helping companies of all sizes optimize their workforce. He has served as an executive at several Fortune 500 companies and is an industry expert on WFM
Wendy is a Call Center Operations and Workforce Management Consultant with expertise designing, implementing and improving operations and technology solutions that optimize the effectiveness of call centers with a special focus on healthcare, financial and hospitality industries.