InVision Software, a leading international provider of contact center workforce management solutions, invites contact center managers, operations executives as well as workforce and forecasting managers to view the free webcast “The Winning Staffing Formula – A Benchmark Study of Contact Center 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 optimize the benefits of WFM solutions today and into the future.

As contact centers now need to address not only calls, but have to handle e-mail, chat and social media as well, contact center 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 center 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 centers and the enterprise and the growing impact of social media on contact centers 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 18, US time: 1:00- 2:00 pm (EST), UK time: 6:00 - 7:00 pm (GMT).
  • To access the webcast, please register at http://www.crmxchange.com/webcast/benchmark_wfm/invision.may10.asp

About InVision SoftwareInVision Software is a world-leading supplier of enterprise-wide workforce management solutions which enable companies to optimize their staff planning and scheduling processes. InVision empowers customers to reduce personnel costs, increase productivity, improve employee satisfaction and to boost revenue by leveraging better customer service. Founded in 1995 and based in Ratingen (Germany), InVision currently employs about 200 WFM specialists and has offices across Europe, North America, and South Africa. Further information at: www.invisionwfm.com

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