The first week of April is the annual Society of Workforce Planning Professionals (SWPP) conference which gathers hundreds of workforce professionals to discuss best practices, latest industry trends/advancements, and to share successes and lessons learned. While the conference is primarily focused on Workforce Management (WFM), the increased need for tight integration with other Workforce Optimization (WFO) tools is likely to spur attendee interest in all aspects of WFO.
This year, Angela Crozier with Michigan Public Health Institute (MPHI), will deliver a presentation focused on the success of her operation as a result of leveraging inContact Workforce Optimization tools. Angela has been a proponent of our WFO tools and views her operational improvements as byproducts of utilizing inContact Workforce Optimization. Since the installation of inContact Workforce Optimization, MPHI has consistently improved on all of the metrics they consider to be essential to success. Angela’s presentation will be titled, “Achieving the Next Level of Excellence with Workforce Management” on Tuesday, April 5. She will walk attendees through MPHI’s story of change – from install to present day – hitting on all aspects of her experience and how it has helped shape her contact center operations.
In addition to this presentation, Mark Moore and Mary Weiss with inContact will also present, “The 'Makeover Effect': Why Instant Results Aren’t Realistic” on Wednesday, April 6. This session will be focused on goal setting, discussing ways to establish realistic expectations, and presenting strategies to achieve faster results.
Be sure to stop by our booth at SWPP to demo our Customer Interaction Cloud and speak with our team to learn how you can achieve your customer experience goals with inContact!