17. Mai 2010

Free Webcast Presented by InVision Software: The Winning Staffing Formula

InVision Software, a leading international provider of contact centre workforce management solutions, invites contact centre managers, operations executives as well as workforce and forecasting managers to view the free webcast “The Winning Staffing Formula – A Benchmark Study of Contact Centre Workforce Management”. The webcast is presented tomorrow by leading industry analyst Donna Fluss, President of DMG Consulting, and focuses on technology and operational best practices that will help to optimise the benefits of WFM solutions today and into the future.

Workforce management (WFM) solutions are the most important productivity tools for contact centres as they help to reduce labour costs and ensure that the right number and mix of agents and supervisors are available at all times. As contact centres now need to address not only calls, but have to handle e-mail, chat and social media as well, contact centre management is increasingly looking to WFM solutions to help them meet these complex challenges.

During the one-hour presentation, Donna Fluss, Founder and President of DMG Consulting, will share the results of a worldwide benchmark study on contact centre workforce management. The topics which will be addressed include the top WFM forecasting and scheduling challenges and how to address them as well as the channels currently supported by WFM and what is planned for the future. Moreover, the changing role and benefits of WFM solutions for contact centres and the enterprise and the growing impact of social media on contact centres will be discussed.

Free webcast “The Winning Staffing Formula – A Benchmark Study of Contact Center Workforce Management”, presented by Donna Fluss, President, DMG Consulting: 

  • Tuesday, May 18th, 6:00 - 7:00 pm (GMT)
  • To access the webcast, please register at