3 Key Trends in Workforce Management that will Transform Your Contact Centre - with Dave Hoekstra

Dave Hoekstra is a Workforce Management (WFM) Evangelist at Calabrio. He has more than 20 years’ experience in the contact centre industry, much of that spent in Workforce Management.

Dave spends much of his time talking with Contact Centre Leaders and staying abreast of the latest developments in WFM. As a result, Dave has deep insight into the trends in WFM which will transform your contact centre.

Dave’s Top 3 Trends:

There’s a shift to empowering agents to have more of a say in their schedule, to lift their engagement (03:59).

The computing power of the cloud is unlocking functionality which has never before been cost effective. Like Speech Analytics now able to transcribe 100% of calls, and WFM Planners being able to change the roster throughout the day (16:56).

With the ease of updating the roster in WFM software, WFM teams are able to focus on the bigger picture. Like working with HR to find the right type of agent (25:55).

You'll Learn:

The problems associated with letting agents design their schedules (05:14).

Why employee empowerment and employee engagement will only become more important (07:00).

Dave’s key question when he’s asked for job advice (09:33).

The piece of technology that has ruined us all (11:05).

What Dave thinks of the quote from Paul Stockford (Director of Research at the National Association of Call Centers) - that contact centres are “white collar sweatshops” - and the change Dave’s seeing across centres (13:27).

What new functionality is coming to contact centre software (22:30).

How we’re almost at the tipping point where centres will be able to create better Customer Experience for lower cost (30:14).

Connect with Dave here: https://www.linkedin.com/in/davehoekstrawfm/

Tune in to Dave’s podcast, ‘Working Smarter: Presented by Calabrio’: on Apple, Spotify, or your favourite podcast app.

If your priorities include strengthening employee engagement, lifting customer experience, or increasing your focus on coaching and development, I can help you out with a few ideas that you can steal. Send me an email (at blairs@bravatrak.com) and we can organize a 15-minute call over Zoom or Teams.