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Session 601: Becoming a Workforce Management Humanitarian

Dr. Debra Bentson  (Senior Workforce Manager, Kaiser Permanente)

Location: Session Page in Platform

Date: Thursday, October 7

Time: 4:00 pm - 4:45 pm

Pass Type: Digital Standard Pass - Get your pass now!

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Session

Vault Recording: TBD

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.