Working Smarter: Presented by Calabrio

In this episode we are joined by Jim Burdick, Workforce Manager for Priority Health.  We focus our discussion on Workforce Management principles so this episode will be especially useful for those who focus on WFM.  We discuss overall WFM strategy, dealing with complex routing scenarios, WFM metrics, and we discuss a day in the life of a Workforce Planner in a complex healthcare environment.

Show Notes

In this episode we are joined by Jim Burdick, Workforce Manager for Priority Health.  We focus our discussion on Workforce Management principles so this episode will be especially useful for those who focus on WFM.  We discuss overall WFM strategy, dealing with complex routing scenarios, WFM metrics, and we discuss a day in the life of a Workforce Planner in a complex healthcare environment.

What is Working Smarter: Presented by Calabrio?

In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Join us as we learn and grow together in order to provide world class customer service to each and every one of our clients.