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Sheraton Wild Horse Pass Resort & Spa

Mar 18, 2013 7:30 AM - Mar 21, 2013 3:00 PM

5594 West Wild Horse Pass Boulevard, Chandler, AZ 85226

Medical and Scientific Communications 2013 Annual Forum

Back to Agenda

Workforce Management in the Contact Center: Putting the Customers First

Session Chair(s)

Nicole F. Corder, MBA, RPh

Director, The Lilly Answers Center

Lilly USA, LLC, United States

Workforce Management is a key component to any contact center, regardless of the overall size of the operation. This session will provide an opportunity to learn more about what Workforce Management is, along with how and why it should be utilized to enhance our customer’s experiences. Participants will also be able to learn implementations strategies for incorporating this role successfully into your culture. Discussions will also include how best to plan for those events that may be expected or unexpected, but where both require ensuring customer service is not sacrificed. Lastly, participants will hear about available software tools to enhance the Workforce capability and benefits of utilizing new technology. Throughout the program, keys for successful change management will be discussed.

Learning Objective : At the conclusion of this session, participants should be able to: - Explain what Workforce Management is and how it can be utilized to enhance the customer experience - Discuss strategies for building a positive culture of change and understanding of the Workforce Management role - Identify key events that can impact staffing and hear strategies for how to plan for these expected and unexpected events - Summarize new technological advances in Workforce Management

Speaker(s)

Faculty

Nicole F. Corder, MBA, RPh

Lilly USA, LLC, United States

Director, The Lilly Answers Center

Faculty

Daphne Hayes

Janssen Scientific Group LLC, United States

Manager, Operations, Medical Information Center

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