august 2020

wed19aug10:00 amCOPC Inc. Webinar
Tackling WFM From The Top

Event Details


  • The term Workforce Management (WFM) can mean many things to many organizations, but the best practices should be consistent, especially the high-level concepts. Please join us for a one-hour session as COPC North America consultants, Scott Flewelling and Brent Jernigan discuss the practical applications of WFM for CX managers.
    Wednesday, August 19, 2020
    10:00 AM (US Central Standard Time) 5:00 PM (Central European Time)
    Live Virtual Webinar via Zoom

  • Are service levels inconsistent? Are agents complaining about the scheduling process which is leading to higher absenteeism and attrition rates? Do you know the latest best practices?

  • If these questions ring a bell then you should join our webinar which is designed to explain WFM best practices to non-WFM people. This top-down approach will not be a session that focuses on technology or technical concepts, but instead a practical session for CX managers so they can ensure that their WFM teams are striking the right balance between the needs of the customer, the needs of the business and the needs of the staff. As an Operations Manager, Site Lead or Senior CX Manager, you will learn the “four pieces of the WFM puzzle” and how these must fit together in order for your organization to meet the targeted levels of service to your customers at the lowest possible cost.

  • Topics Include:
    • Impact of workforce management on service, efficiency and customer experience
    • Appropriate timelines and best practice design of your workforce management process
    • Consulting your operations about the impact of changes from a workforce point of view
    • Planning for voice, non-voice and blended environments


    James Cammareri
  • Time

    (Wednesday) 10:00 am