Making Your WFM, Training, and QA Teams Your Company’s Heroes

An innovative Midwestern bank shares how it combined its WFM, training, and QA teams and uses multiple tools in the Verint Workforce Optimization suite for the benefit of the organization and its customers. In this best practices session, you’ll learn a variety of tips and tricks from the experts – from optimizing schedules and reducing cost via voluntary time off, shift alternatives, and a part-time hiring strategy to leveraging QA interactions across functions, creating group accountability, and gaining staff buy-in. You’ll walk away from this session with a wealth of practical tips to take back to your own implementation.

Presented by:

Gary Haworth

Workforce Management/Training & QA Manager

Commerce Bank