Name
Adherence: A Practical Take on How to Support Your Agents and Hit Your SLAs with Dave Hoekstra
Description
Adherence is sensitive. How can you avoid disenfranchsing your agents but still hit your SLAs? Calabrio's Evangelist, Dave Hoekstra, will offer practical tips from his WFM days on how to implement a strong adherence strategy while keeping agent well-being at the forefront.
WFM users who are looking to understand how adherence KPI can help— and hurt— a contact center's overall strategy.
Experience
Intermediate, Advanced
Speakers
Dave Hoekstra- Calabrio