Call Center Certification Provider Explores Value of Motivating Agents with WFM in Upcoming CallTalk
February 06, 2013
By Susan J. Campbell
, TMCnet Contributing Editor
Workforce management in the call center environment has proven to be an effective organizational tool that streamlines activities, promotes accurate scheduling and minimizes agent out-of-adherence.
While all of these elements look great on paper, what do they do to motivate the call center staff? Can workforce management be used as a powerful tool to promote workforce morale?
Join call center certification provider, BenchmarkPortal, as CEO Bruce Belfiore explores this concept in an upcoming CallTalk show. On Wednesday, February 13, 2013 at 10 a.m. PT/1 p.m. ET, Belfiore will be joined by Dee Buell, Senior Consultant with BenchmarkPortal (News - Alert); and Ed Poorbaugh, Manager Support Center Operations and Supplier Support, Sysco Business Services.
These experts will explore the complexity of scheduling in the call center and best practices in place to staff for OT and the undesirable shifts. They will also share ideas on how call center managers can effectively motivate their representatives.
Poorbaugh will share keen insight on how managers can show representatives genuine appreciation worthy of their contributions to the performance of the center.
As guest speaker for this informative call center certification provider’s online show, Poorbaugh brings a wealth of knowledge through a number of positions he has held over 17 years with Sysco, including transportation, warehousing and information technology operations. Prior to his current role, he managed the IT operations for the Southwest U.S. and guided several successful enterprise-wide software development projects.
Poorbaugh’s expertise in the call center space, however, is of special interest for this show. He played an integral role in the design, development and implementation of the company’s new centers located in Houston and Dallas. He currently owns the responsibility for the quality and operational performance of the support center, which includes the management of telephony and other platforms used to ensure the delivery of cost-effective and customer-centric experiences.
It is this experience that allows Poorbaugh to bring value to the conversation, sharing with a diverse audience the best practices he has deployed and certain pitfalls that can easily be avoided. When combined with Belfiore’s expertise and Buell’s contributions, this show is expected to provide significant value for the call center manager seeking to streamline scheduling and create a more positive environment.
Visit this portal to access this BenchmarkPortal live event, as well as archived shows on topics such as employee training and transitioning customer service teams for Generation Y. If you’re ready to learn best practices in call center operation, CallTalk is a great place to start.
Edited by Braden Becker