WORKFORCE MANAGEMENT TIPS, TACTICS & STRATEGIES FOR SUPERVISORS

Managing the customer experience is an important element in today's call center environment and the way your agents handle customer experience is a key differentiator between you and your competition. Proper management of the customer experience can result in increased profits, employee engagement and performance levels. Harnessing customer feedback and using it as business intelligence will catapult your organization to the next level. Join your hosts Bill Haeffner and Mohan Nair, on their collective insights and give you ideas, methods and tools that you need to implement or improve your contact center's quality and customer experience strategy. Small and medium-sized call centers seem to be left out when it comes to providing productivity tools that can fit their specific needs.

After a 20 year career in the Call Center business I became increasingly frustrated that the best tool I had for forecasting, budgeting, scheduling to track performance ended up being a series of unrelated Excel Spreadsheets. If you are using Excel to manage your call center and find it to be less than perfect for your needs this seminar is for you. In this presentation, we will discuss how to collect less data yet reap powerful results. By sharing a story of personal frustration and discovery, you will hear about a story that will be all too familiar to most small to medium sized call centers. We will discuss how of all the measurements we have available we still don’t have an off the shelf tool that can be adopted to the specific needs of your center. Along the way we will provide an educational history of discovery and why the industry has such a difficult time using the information from a phone switch to improve productivity

You will learn:

• How the basic forecast is the foundation of call center planning and how to make it easier. (know your workload before all else!)

• How to schedule your staff so you meet customer demand (match staff to historical call arrival patterns)

• How even with the best staffing plan, you cannot succeed unless your staff is working at the expected level of productivity.

• Why your phone switch reports do not tell you the full story of what is going on in your call center.

• We will explain a simple yet powerful productivity metric that will give you confidence your staff is highly productive or show you how to get to the performance level you want.
Who Should Attend?

This webinar is a must for:

• Small to medium call center leaders that are looking for economical ways to improve service levels with current staff.

• Call Center Supervisors that desire personal satisfaction and professional development in the Call Center Industry.

• Senior Leadership members responsible for customer service budgets.

• Anyone that wants to understand Call Center basic fundamentals explained in a way you can understand and use in your daily work immediately.

Course Leaders:

William J Haeffner
President, Workforce Admin, LLC

Bill Haeffner has been a Call Center Professional for over 20 years. His career spanned leadership positions in small to large virtual call centers. During his career, he discovered creative ways to motivate employees to higher levels of quality and performance through focus on positive measurements and immediate access to personal performance information. Bill works from the conviction that no employee wakes up thinking – “how can I go screw up today at work”. He believes if you treat your employees with respect and as the adults that they are, in return they will reward you by giving their best to meet the goals that you have set for them. The key is to provide an easy to understand and measure standard that is a pursuit of doing more of something not trying to make someone do less of something. “If you can get people focused on doing something positive, there is less time to do something negative!”

Bill’s career includes direct management of staff. He has successfully mentored a series of Supervisors and Managers into successful Directors in the Customer Service Industry. He was instrumental in the purchase and implementation of 5 multi-million forklift phone system replacements and has worked as a vendor in the call center technology space. These positions allowed Bill to accumulate a unique perspective on tools that help improve productivity and morale while avoiding the feeling that big brother is looking over your shoulder.

Mohan N. Nair
MBA, Lean Six Sigma Black Belt
Director of Continuous Improvement
The Nair Consulting Group, Toronto, Canada
Personal Motto: "Preserving the present is living in the past."




Mohan helps Call Centers oversee their core operational functions, including Strategic Sourcing, QA training and Quality Optimization strategies using LEAN and ITIL to deliver value to organizations seeking competitive advantage over their industry peers.

In this key role he draws upon his 20-year track record to drive continuous improvement projects across an enterprise which has resulted in significant improvements in Contact Centers, 3rd Party Providers and Shared Services Units.

Prior to this role, Mohan was the Director for Lenovo Asia located in Singapore, an $8 billion multinational corporation from China. While there, Mohan was responsible for managing multiple projects in the ASEAN and ANZ region. Before that leadership role, Mohan was VP of Operations for HSBC Global Resourcing in Kuala Lumpur, Malaysia.

He also held several senior management roles for Fortune 500 companies in North America. Mohan holds a MBA from the University of Southern Queensland, Australia and is a member of the American Society of Quality. He is a prominent speaker having presented at leading conferences delighting audiences with his unique insights on the effectiveness of incorporating LEAN and Best-in-Class Analytics Methodologies.

Date: Thursday June 28, 2012

Time: 1pm ET/10am PT

Price: 199.00 (USD)

(per Internet & Audio Connection, feel free to have your entire team present for one low price)

**After Payment is received you will receive an email with access instructions**