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

Join this session to hear how an innovative Midwestern bank combined its WFM, training, and QA teams and uses multiple tools for the benefit of the organization and its customers. In this best practices session, you’ll learn a variety of tips and tricks including optimizing schedules and reducing cost via voluntary time off, shift alternatives, leveraging QA/training interactions across functions, creating group accountability, and gaining staff buy-in. You’ll walk away from this session with a wealth of practical tips and lessons learned to take back to your own implementation.