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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Juanita Coley (CEO, Solid Rock Consulting)
Date: Friday, October 20
Time: 2:15 pm - 3:15 pm
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass - Get your pass now!
Track: Maximize Productivity and Operations, Revolutionize the Experience
Session Type: Virtual Session
Vault Recording: TBD
It's been said that no tool or solution ever solved a people, process, or strategy problem. Even the greatest workforce management (WFM) tool won't save a flawed strategy or process. You need a rock-solid WFM team and strategy to succeed, which is why understanding how to leverage your WFM team and strategy is essential. Attend this session to learn about the difference between WFM the discipline and WFM the solution and why it matters; how to ensure your WFM solution can meet the demands of your business; how to determine whether your company culture is even ready for a WFM solution; and how to get stakeholder buy-in for the discipline of WFM in your organization.