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Session 6 Track B: Contact Center Workforce Management
Session Chair(s)
Maureen L. Baldwin, MSN, RN
Associate Director, Medical Customer Interface
Pfizer Inc., United States
Learning Objective : At the conclusion of this session, participants should be able to:
• Define contact center terminology and discuss conceptsused
• Recognize the key strategies of forecasting inquiries including scheduling staff in order to maximize staff availability to consumers and health care professionals
• Describe how too integrate web, chat, and other media into the contact center
• Discuss tools used for scheduling and reporting
Speaker(s)
Faculty
Michael Boudreau
Eli Lilly and Company, United States
Consultant - Business Integrator
Faculty
Paul Biedenbach
PPD, part of Thermo Fisher Scientific, United States
VP Operations