Building Cross-Departmental Relationships With WFM and QM Teams – Webinar Related Articles 50 Expert Tips to Improve Contact Centre WFM 5 Ways AI and Automation Can Improve Your QM Processes 50 MORE Expert Tips to Improve Contact Centre WFM 7 Misconceptions About AI-Based Auto QM in Contact Centres 192 Filed under - Call and Contact Centre Events, Calabrio Date: 23rd July 2024 Time: 12pm – 12:45pm BST Register Now! Workforce Management (WFM) and Quality Management (QM) professionals play critical roles in ensuring the smooth functioning of a contact centre. However, the distinct skill sets and personalities required for each role can create silos and misaligned goals, ultimately impacting the overall performance of the centre. The key to overcoming these challenges lies in building strong cross-departmental relationships and fostering collaboration between the WFM and QM teams. By sharing data and insights, these teams can work together to enhance first-contact resolution rates and lower handling times. In this webinar, Calabrio’s Senior Consultant Graeme Meikle will discuss common challenges faced by WFM and QM teams and provide best practices for overcoming these hurdles. Joined by industry expert, Neil Rigby, Customer Care Operational Delivery Lead at John Lewis Partnership, you will gain insights into real-life use cases of successful collaboration across departments. You’ll walk away with tangible next steps to improve quality standards and procedures, balance training schedules with demand, and measure the impact of these changes to drive improved contact centre performance. Don’t miss out on this opportunity to learn from industry experts and take the first step in breaking down silos between your WFM and QM teams! Agenda: Common challenges faced WFM and QM teams Effective strategies for building cross-departmental relationships Fireside chat Interactive Q&A session Register Now! Author: Calabrio Published On: 25th Jun 2024 - Last modified: 26th Jun 2024 Read more about - Call and Contact Centre Events, Calabrio Recommended Articles 50 Expert Tips to Improve Contact Centre WFM 5 Ways AI and Automation Can Improve Your QM Processes 50 MORE Expert Tips to Improve Contact Centre WFM 7 Misconceptions About AI-Based Auto QM in Contact Centres Related Reports Report: State of the Contact Centre 2023 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter