Autodesk, a multinational leader in 3D design, engineering and construction software, discusses the implementation and global rollout of Calabrio’s Workforce Management (WFM) solution across 750 Autodesk employees worldwide.
With the goal of reducing friction for customers and internal Autodesk agents and leaders, in this session Marco Salici, workforce planning manager at Autodesk, reviews his organization’s goals for improving both the agent experience and the customer experience.
He provides insight into:
- How his project teams overcame challenges from a systems integration and engineering standpoint.
- Lessons learned in terms of change management, trust, and continuous improvement.
- Measurable business benefits for service levels and agent performance.
- What to look for when considering improving your omnichannel approach via a WFM solution.
Salici is joined by Dave Hoekstra of Calabrio who will provide a practical point of view on modernizing the VOC approach through WFM technology.