Workforce management is an oft-maligned role within the contact center, but it doesn’t have to be! You can become a Workforce Management Humanitarian by shifting your mindset, intent, and goals of your workforce management processes. In this enlightening session, Dr. Debra Bentson will share tips on forecasting, planning shrinkage, and creating price tags for staffing gaps. Reimagine real-time monitoring for intraday performance to enable your agents to be happier and more successful. You’ll leave with the tools you need to craft a workforce management strategy informed by humanity and kindness to deliver improved culture, results, and fiscal responsibility.