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Aspect | 2325 East Camelback Road, Suite 700 | Phoenix, AZ 85016 | 1-888-547-2481
A good workforce management system is a very powerful but complex software solution, so most contact center WFM users find it valuable to get a little extra help from an expert. Blue Shield of California sought to ensure an equitable employee culture that provided the same privileges to all employees in the organization. Historically, contact center agents had less flexibility in altering their schedules and adjusting their start/stop times. They also had to undergo a time consuming bid process to schedule vacation. Aspect’s most trusted channel partner, Call Design, recognized that many of these agent frustrations could largely be eliminated by gaining a better understanding of the scheduling and agent engagement features in Aspect Workforce Management.
Register to join Aspect, Call Design and Blue Shield of California on a journey that explains how more progressive use of WFM can make a huge difference in agent satisfaction.
Revealing the True Value of Your WFM System
Date: Thursday, September 13, 2018
Time: 1:00 PM EDT
REGISTER NOW
Speakers:
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Don Akers, Manager – Workforce Management, Blue Shield of California Don has over 20 years experience as a leader in Sales, IT, Telecom Networks and Customer Service Operations and more than 15 years experience in WFM for healthcare, insurance and telecom industries. Don has been with Blue Shield in 2016 and oversees team managing eight major call centers and four BPO call centers with over 2,000 seats. Don has a BA in Business Administration from Columbia College and an MBA from Webster University. |
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Christopher Roberts — Principal Consultant, Workforce Optimization, Call Design Christopher has over 20 years experience with WFO troubleshooting, configuring and training for contact center and branch bank industries. He has consulted with over 100 contact center clients and specializes in WFM Forecasting, Scheduling and Empower products. Christopher has a PhD in Rhetoric and Organizational Communication from Purdue University |