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ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.

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Click on session titles for full session descriptions. All times noted are in EST.

Pre-13: WFM for the Contact Center: Superior Scheduling and Forecasting for the Modern Agent

Juanita Coley  (CEO, Solid Rock Consulting)

Location: Coral Sea 2

Date: Tuesday, October 17

Time: 12:30 pm - 3:45 pm

Pass Type: Premium Pass - Get your pass now!

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Workshop

Vault Recording: TBD

This workshop will provide you with the insights, tools, and strategies for selecting a workforce management (WFM) solution for your contact center and getting it right the first time!

If every vendor says yes, who’s telling the truth? How do you know? From defining requirements to creating user stories, drafting RFPs and evaluating vendors, this workshop will guide you through the decision-making process, empowering you to make informed choices. Specific areas of focus will include:

  • Defining your WFM requirements.
  • Creating use cases and identifying dealbreakers.
  • Drafting an RFP for WFM vendor evaluation.
  • Developing a scoring approach and toolkit for vendor evaluation.
  • Organizing vendor demos.
  • Asking targeted questions.
  • Scoring vendor responses and demos.

Don't miss this hands-on opportunity to learn practical techniques for evaluating WFM vendors, thus enabling you to make informed choices and find the perfect WFM solution for your contact center.

Pre-registration is required to participate in this training. Contact [email protected] to inquire about a Premium conference pass.