The Spring 2016 Nor Cal Contact Center Association event was held on Wednesday, May 18, 2016 at SETA / Sacramento Works in Sacramento. Contact Centers professionals from all over Northern California heard from speakers on the topic of "Workforce Management and Workforce Optimization in Today's Contact Centers". [Agenda]
Dr. Debra Bentson, call center workforce management professional, kicked off the event with her presentation, "10 Lessons from a Workforce Manager". Debra has led successful WFM teams across several organizations and brought that expertise to her presentation. In her presentation, she also highlighted how to debunk common call center myths.
Dr. Bentson also highlighted some terrific books as resources:
Call Center Management on Fast Forward – by Brad Cleveland
Call Center Technology Demystified – by Lori Bocklund and Dave Bengtson
The One Minute Manager Meets the Monkey - by Ken Blanchard
You can find links to those books and other resources on our Resources page.
Dr. Debra Bentson takes questions from the audience after her presentation, "10 Lessons from a Workforce Manager "
Robert Brooks, Solutions Engineer from NICE gave a presentation titled, "Workforce Optimization for the Back Office". He started off his presentation discussing the evolution of the fighter pilot and their “workspace”. His presentation centered around how to use Workforce Optimization practices that have been in place for call centers in back office operations.
Scott Hansford, Western Region Territory Account Manager with Calabrio presented "Unleash the Voice of the Customer" and discussed how to understand the voice of your customer.
Adam Holden, Account Executive, and Jay Jennings, Regional Solution Principal with Verint presented "Optimizing Your Workforce - The Call Center and Beyond"
Thank to you our sponsors, NICE, Calabrio and Verint for treating us to a wonderful breakfast and for the fantastic raffle prizes!
We will soon be announcing the date for our next event. If you've not signed up for our free membership yet, please do so. It's free and we'll notify you once we have details set for our next event.