Analytics Demystified - Employee Focus (Session 1 of 2)
Bill Durr, an industry veteran of 25 years, joins us to help define Analytical WFO and discusses how certain advanced applications are used to identify and resolve skill and knowledge gaps in the workforce. We will also be covering traditional topics such as service level goals, schedule adherence and how many QM assessments are enough. The episode will include interesting results from BenchmarkPortal's new Workforce Optimization study.
CallTalk Air Date: Wed, Jan 19, 2011
Host: Bruce Belfiore, BenchmarkPortal
Guest Speaker: Bill Durr, Verint