Free Webinar Recording

Agent Staffing in 2020 (Vol. 1) - Reinventing Frontline Staffing Strategies

Frontline staff today look very different compared to ten, five, or even two years ago. New tools and technologies, shifting work environments, and evolving employee priorities are changing the way we must think about contact center staffing. 

You need to ask yourself, how do you hire the people best suited to this new environment? What can you do to ensure they are productive and happy on the job?

In this session we will explore five key ingredients for hiring, training, scheduling, coaching, and motivating today’s evolving workforce. In this free webinar you will learn:

  • How to hire the people best suited to your contact center environment
  • What you can do to keep your staff productive and happy
  • How to successfully, train, coach and motivate your workforce
  • What to consider when scheduling the right people with the right skills
          at the right time 

Note: This webinar has already been hosted. But don't worry, sign up to watch the webinar recording. 


Penny Reynolds Headshot

Penny Reynolds

Penny Reynolds is an industry expert in the area of call center workforce planning and management. She co-founded The Call Center School, where she developed and taught courses on a wide variety of call center topics, including workforce management, performance measurement, and call center technologies. 

Jim Quiggins

Jim Quiggins

Jim Quiggins has over 25 years of experience in consulting and technology software sales, marketing and business development. He is currently a CX Leader for InVision Group. Jim has held global senior-level management positions at several consulting, training, and workforce management solutions providers for the contact center and manufacturing industries.