Thanks for your interest in our webinar series!
Below are the on-demand watch links for each event of the series.
About the Webinar
Dave Hoekstra
WFM Evangelist
Dave 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.
Alexander Wareham
Applications Consultant
Alexander Wareham, Applications Consultant, has 20+ years of call center experience ranging from being an agent to managing all facets of the operation. His main expertise is in Workforce management which is where he has spent most of his tenure in call centers ranging from 40 FTE to over 4000 FTE. During the past 6 years, he had worked for AAA of Western and Central New York as the WFM and Quality manager implementing and administering the full Calabrio’s full suite. During his tenure, he was able to reduce staffing expenses by over $1,000,000 while increasing the impact of WFM through the organization to include non-call center areas such as the truck fleet. He has been nominated twice for the SWPP call center professional of the year along with speaking at the SWPP, ICMI, IT Expo, and QATC conferences which show’s his passion for what he does.
RESEARCH REPORT
State of the Contact Center 2021: Cloud is here. What’s next?
The modern multi-channel contact center has entered a Cloud-Smart Era.
WFM Product Demo
Watch the Calabrio Workforce Management demo to learn about our modern approach to workforce management.
Webinar On-demand
Expert Panel: Empower your workforce
with a smarter approach
with a smarter approach
Join our panel as they travel through a smarter approach to maintaining proactive empowerment, education and management of remote and hybrid teams
Report
DMG 2020-2021 Workforce Optimization
Product and Market Report
Product and Market Report
The 2020-2021 Workforce Optimization and Market Report foucuses on customer satisfaction in four different areas: overall vendor satisfaction, WFO suite module satisfaction, WFO suite feature satisfaction and WFO suite effectiveness.
