The Impact of Agent Engagement and Empowerment on WFM

It’s common knowledge that the most valuable - and costly - resource in every contact center is the people. Engaging your agents isn’t a nice-to-have, it’s must-have. To create long-term success in workforce planning, you need a thoughtful and methodical labor strategy. Join John Frehse of Ankura as he reveals trade secrets that will help you build your strategy. He will cover autonomy, learning and fairness as well as schedule optimization, cost reduction, sustainable staff turnover and agent motivation. If you plan or manage a contact center and you want to take your agent engagement and empowerment to the next level, this webinar is for you.

Note: This webinar has already been hosted.

In this webinar, you will

  • Learn how to get agents to buy-in to schedule optimization
  • Get top tips on being the best employer in the area. Spoiler: it’s not all about money
  • Discover misconceptions commonly held by agents - and how to address them

Our panelists

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John Frehse
John Frehse is Senior Managing Director at Ankura. With over 20 years' experience in labor and operations strategy, he specializes in employee engagement & cost reduction. John has implemented labor strategies for over 100 companies, delivering innovative solutions that balance business and employee needs. John was previously a founding partner of labor strategies firm Core Practice LLC, and prior to that, he was head of Global Strategic Services for Blue Pumpkin Software, now known as Verint. 
Chris Dealy
Chris Dealy
Chris Dealy is a WFM Evangelist at InVision, the company behind injixo - the award-winning pioneer of cloud workforce management and The Call Center School. Chris has over 20 years of experience in helping organisations of all sizes to up their game with workforce planning. Be it inaccurate forecasts, failing consistently to hit SLA, firefighting on the day, getting poor schedule adherence or just struggling with time-consuming and error-prone manual processes - Chris has seen it and can help find a solution.