Contact centers have changed, but WFM professionals are often still operating in their comfort zones – forecast accuracy, scheduling, and reactive real-time processes. 

Though those core competencies will continue to be important, our leaders and internal customers are desperate to find "bigger" thinkers who make the time, form the relationships, and passionately push themselves and their departments into greater relevance. 

Through stories and real-life experiences, Bryce Ackerman from Roche will challenge and motivate WFM professionals to burst out of the workforce "bubble" while opening Operations Leaders' eyes to the change leaders that your organization needs.

Attendees will learn:

• The key to internal influence and getting WFM heard throughout the organization
• How to spin the wealth of interactions data to drive customer-centric change and CX innovation
• How to identify and champion quick wins to demonstrate WFM's broader organizational value