Reimagining WFM Scheduling to Boost Retention and CX
Join Florian and Dave as they reveal how putting agents in control of their schedules can reduce attrition, enhance customer experience, and streamline workforce management. This webinar is packed with practical insights for contact center leaders looking to build a motivated, high-performing team.
Disengaged teams and soaring agent attrition can negatively impact customer experience and operational efficiency in modern contact centers. However, game-changing strategies can transform workforce dynamics and empower agents with more control over their work lives.
Placing agents at the center of scheduling decisions simplifies workforce management, reduces attrition, and builds a loyal team focused on providing better customer experiences. We’ll provide actionable tips to prevent staffing gaps and foster an empowered, vibrant contact center culture.
What’s In Store:
How agent-centric scheduling transforms workforce dynamics
Key drivers of attrition—and how to eliminate them
Smart strategies to prevent costly staffing gaps
Tools and technologies to empower agent flexibility
When
2025 – 5 – 14
4pm AEST
Speaker Bio
Florian Garnier
Product Marketing Manager
As the Product Marketing Manager for WFM at Calabrio, Florian matches extensive experience in the contact center space with a unique bilingual worldview that gives a distinctive take on contact center challenges and technology. A contact center veteran with years of experience helming WFM teams, Florian loves to share his knowledge with other CX professionals. He can often be found walking the beach with his family hunting shells, playing guitar, or even flying the occasional airplane, but his inspiration is found in his wife and daughter. A quick “Bonjour!” to Florian will have him reminiscing of his Mother’s French cuisine.
Dave Hoekstra
Product Evangelist
Dave Hoekstra has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.
Jen Docken
Product Marketing Manager
Jennifer Docken is a seasoned Product Marketing Manager at Calabrio, where she leads the strategy for Conversation Intelligence—bringing together Quality Management, Analytics, and Bot Analytics to transform how contact centers operate. With over 20 years of experience in B2B product marketing, she specializes in product positioning, brand recognition, and driving market impact.
At Calabrio, Jennifer is passionate about helping contact centers turn conversations into actionable insights. She champions the development of smart, data-driven quality programs that enhance customer experiences, empower agents, and drive business success.
When she’s not crafting compelling marketing strategies, you can find Jen at the barn, attempting to convince her off-the-track Standardbred that she is, in fact, a fancy dressage horse.
Mary LaFosse
Principal Strategic Consultant
Some people speak the language of business. Others decode the DNA of customer interactions. Mary LaFosse? She orchestrates both into a symphony of operational excellence. With 27 years of transforming contact center operations, she’s the secret weapon Fortune 100 companies turn to when they need to turn conversation intelligence into business gold.
A customer-obsessed business process optimization maverick, Mary challenges organizations to reimagine their operations through the lens of advanced analytics and AI-powered insights. Her specialty? Helping companies uncover the hidden stories in their customer conversations and transforming those insights into measurable business outcomes.
When she’s not revolutionizing how companies understand and act on their conversation data, you’ll find Mary embracing life’s simpler analytics: calculating the perfect fishing spots deep in the wilds on the North Shore of MN or optimizing the yield of her family’s home garden for their next culinary experiment.
Think of her as your data-driven Customer Experience whisperer – because in a world of big data, sometimes the biggest breakthroughs come from knowing exactly what your customers are really saying and sometimes more telling…what they are not!
