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Breakthrough Work Force Management Results

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UPCOMING EVENT

Ottawa Regional Contact Centre Association

Bring your workforce management team and join us on January 26, 2012 for an informative series of sessions on leading edge strategies for modern call centres.  Whether you manage a small call centre looking for a cost effective way to get into WFM or a very large call center network seeking to achieve breakthrough WFM ROI, these sessions will be of great interest.
 
Speakers will address the top concerns over classic obstacles to successful WFM.

Introduction by Steve Wilton, ORCCA Executive Member

How does one move from manual scheduling to Automated WFM in a market where automating the process is not generally considered to be cost effective for smaller centres?  Kevin will discuss the benefits of automated WFM for their customers, agents, and managers as well as for the business in terms of improved revenue, profitability and productivity.

Case Study 1: Smaller Call Centres Can Realize the Benefits of WFM in Less than 2 weeks
Kevin Hartley, Call Centre Manager, Alterna Saving

How does one move from manual scheduling to Automated WFM in a market where automating the process is not generally considered to be cost effective for smaller centres?  Kevin will discuss the benefits of automated WFM for their customers, agents, and managers as well as for the business in terms of improved revenue, profitability and productivity.

Case Study 2: The Advantages of Network Level WFM for Large Call Centre Networks
Ray Howatt, Senior National Telecommunications Advisor, Veterans Affairs

Ray will present the experiences of transforming a large 400 Agent Multi-site national call centre network from localized forecasting and scheduling to centralized enterprise WFM. , Veterans Affairs is the first to implement a system that coordinates start times, breaks and lunches nationally.  The results include meeting service levels and accessibility standards for the first time in 5 years.  

The history of forecasting, Marietta Davis, VP L3 Prime Inc.

The audience will learn about the history of call centres and call center forecasting in an entertaining game-show format with points for correct answers and prizes for the winning table.

Leading edge WFM concepts, Paul Kasanda CEO of L3 Prime Inc.

The audience will discover the key differences between classic WFM and the leading edge art of High Definition WFM.
Date: January 26, 2012
Time:
2:30-3:00 pm - Registration & Networking
3:00-4:30 pm - Presentation
Location: Nepean Sailing Club 3259 Carling Ave. Ottawa, ON
Cost:
ORCCA Members - Free
Non-members - $30 (Payable in advance by Visa or MasterCard)
RSVP to This email address is being protected from spambots. You need JavaScript enabled to view it. . Register early, space is limited.    
 

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