The Evolution of Contact Centers into Workforce Optimization

Presented by:

Oscar Alban, Principal Market Consultant,
Witness Systems

& Bill Durr, Business Consultant,
Witness Systems


The contact center industry continues to evolve and all centers are at some stage of the process. At each evolutionary stage centers confront unique challenges and business potential. This presentation discusses the challenges facing centers as they mature and describes why the pace of change demands that centers move faster to the next evolutionary level. The presentation also discusses why and how implementing a workforce optimization strategy enables management and the center agents to evolve more quickly and less painfully. Analysts suggest that workforce optimization is a collection of familiar point solutions generally agreed to be forecasting and scheduling, quality monitoring, elearning and performance management. The presentation will discuss how the new emerging generation of workforce optimization solutions blurs traditional functional boundaries. Different combinations of workforce optimization functionality are required to solve the problems of contact centers at each evolutionary stage. As centers evolve new capabilities are added to familiar tools to address next level issues and opportunities.

Sunday - 5:30 p.m.

Author of the national bestseller: If it ain't broke...BREAK IT!, Dr. Kriegel has been called by U.S. News & World Report one of this country's leading authorities in the field of change and human performance. His latest book is How to Succeed in Business Without Working so Damn Hard. His last book, Sacred Cows Make The Best Burgers, made Business Week's bestseller list in it's first month! A commentator on National Public Radio's Marketplace program, Kriegel recently made two specials for PBS.

Monday 8:30 - 10:00 a.m.

Collaborating for Success

Presented by: Dave Gould, Chief Executive Officer, Witness Systems

Dave will share some of the key initiatives Witness Systems is working on for the near future and long term, as well as get your feedback on emerging trends. Learn how Witness Systems is aligning its goals with yours to ensure continuous performance improvement within your contact center.

Wednesday - 9:30 a.m.

The Startling Impact of Strategy on Contact Center Visibility

Presented by: Kathleen Peterson, founder and Chief Vision Officer, PowerHouse Consulting

The Contact Center has struggled for decades with visibility issues, often being seen as a factory or production shop rather than strategic asset. Today’s Contact Center professionals have a new tool to tap - Strategy. Aligning the Contact Center to the company strategy is the obvious tool to tie together the activities, interactions, intelligence, and optimizations. Kathleen will weave strategic alignment into everyday management activities in the Contact Center to assure that your Center is seen as the asset that it is.

Wednedsay - 10:30 a.m.