The Ultimate Purpose of WFM

Workforce management is a critical component of any contact center operation. It is responsible for ensuring that the right number of agents are available to handle customer inquiries and managing schedule adherence, performance tracking, and capacity planning. While workforce management systems optimize efficiency and productivity, how can they benefit the entire organization?

In this episode, Amelia talks with Sean Ilenrey, Vice President of Support at Dutchie. Sean is an award-winning executive with over 20 years of experience in the Customer Relationship industry (Customer Care, SaaS, Sales, Retail, Real Estate, Restaurants, and Pharmaceuticals). He has built and managed several departments domestically, in Latin America, and in the Philippines.

Having worked for several Fortune 500 accounts at the Director & VP levels, Sean talks about how to build a successful relationship between contact center operations and workforce management. He also speaks about the ultimate goal of workforce management, its impact on the entire organization, and the top four factors that influence net promoter scores.

Enjoy!

In This Episode

00:44 - A history of Sean's experience in contact centers.

02:04 - How to build a successful relationship between contact center operations and workforce management

03:16 - The ultimate goal of workforce management

04:43 - Impact of workforce management on the entire organization

06:28 - The benefits of implementing a workforce management solution for companies

07:16 - The top four factors that influence net promoter scores

Favorite Quotes

02:47 - "Workforce management is not just trying to help you become more efficient and productive. It also can help the agent morale on the floor by ensuring that they aren't getting hit back to back and ensuring customers aren't waiting a long time in a support experience." - Sean Ilenrey

03:30 - "Workforce management is trying to balance two things. One is customer experience, and the other is center profitability." - Sean Ilenrey

06:01 - "It's (workforce management) about utilizing these tools to help you make smarter decisions. But the flip side of that is, too, we also know where to staff our people, so no one's being overworked compared to the next person." - Sean Ilenrey

Connect with Sean Ilenrey
LinkedIn
Corporate Dad
Dutchie

Visit NICE
Website - www.nice.com
Facebook - https://www.facebook.com/OfficialNICELtd/
YouTube - https://www.youtube.com/c/NICESystems
Twitter - https://twitter.com/NICE_CX
LinkedIn - https://www.linkedin.com/company/nice-systems/posts/?feedView=all

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