Workforce Optimization: Analytics Demystified – Employee Focus (Session 1 of 2)

CallTalk™ Radio

English - January 19, 2011 18:00 - 33 minutes - 7.44 MB - ★★★★★ - 7 ratings
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Previous Episode: Work Force Management: How to understand and embrace advanced workforce management.

Next Episode: Quality Assurance: Call Monitoring Your Agents Will Love

Bill Durr, an industry veteran of 25 years, joins us to help define Analytical WFO and discusses how certain advanced applications are used to identify and resolve skill and knowledge gaps in the workforce. We will also be covering traditional topics such as service level goals, schedule adherence and how many QM assessments are enough. The episode will include interesting results from BenchmarkPortal's new Workforce Optimization study. We will be giving away 5 of Bill Durr's new book “Analytical Workforce Optimization Demystified” to 5 lucky listeners. Listen Live and be ready to email, for your chance to win!