Best Practices in Managing Productivity with WFM

Join Julia Webb, Senior Manager, CX Strategy & Operations, from Angi, to discuss how they are leveraging workforce management (WFM) to manage productivity. Angi has successfully removed the forecasting and scheduling function from their BPO partners, and driven schedule and adherence accountability with these partners as a result.

You will learn:

• How to optimize staffing within complex organizations through schedule optimization and agent accountability
• How to respond quickly to volume changes in your business
• How to take greater control of your SLAs

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