As an organization, you have invested a lot of resources into your products and services, your brand and your infrastructure. But all of this is on the line when a customer contacts you with an issue, inquiry, or request. Their experience with your representatives at their time of need locks in their impression and satisfaction with your brand. How well you address their needs is critical to driving their best experience which requires diligence in planning and optimizing your workforce.
Join us to hear from Jeremy Dekam, Director of WFM and Business Systems at Optum (UnitedHealthcare Group) as he shares how they use technology to improve their workforce planning processes for their call centers and reduce their annual labor spends while improving their customer satisfaction ratings, translating to significant annual labor cost savings!
In this webinar, you’ll learn how your organization can:
-Use technology to improve workforce planning and forecasting
-Optimize workforce utilization and drive down costs
-Thrive in a new hybrid work model: re-evaluating the what, the how, and the where of work