Wednesday, November 9th, 2022 @ 12:00PM Central Time (US and Canada)
Any organization that interfaces with its customers on a high-volume and frequent basis must have a reliable way to forecast range of activities, plan the associated workforce, track the cost to perform, and assess ROI of services. Managing a contact center can be overwhelming and expensive and can actually damage the perception of your brand if not performed efficiently and effectively.
Join us to hear from Jeremy Dekam, Director of Workforce Management (WFM) and Business Systems at Optum (UnitedHealthcare Group), Kouros Behzad, Director of Product Marketing HR and workforce planning solutions at Anaplan, and James Wilby, WFM & Contact Center Practice Lead at Keyrus as they discuss how Optum leveraged technology to improve the workforce planning processes for their contact centers. During this session, you’ll discover how Optum reduced their annual labor spend and improved customer satisfaction, translating to significant annual labor cost savings.
In this webinar you will learn how your organization can:
Use technology to improve workforce planning and forecasting
Optimize workforce utilization and drive down costs
Want to see more ahead of the webinar? Download this one-pager to get more information.