• September 21, 2011
  • 7:00 AM - 9:00 AM
  • FortisBC Gas Conference Centre (formerly Terasen Gas Conference Centre), 1111 West Georgia St, Vancouver
  • 7


Price includes a continental breakfast and HST. Advance registration and payment is required. Cancellation: 72-hour notice.
Registration is closed


Are you effectively managing your workforce? Do changes in workforce allocations that occur during the workday impact service delivery within your organization? Attend this breakfast session and learn the difference between simply managing those intraday changes and becoming a true change leader for your contact centre.

Contact centres around the globe are staffed with workforce management professionals doing a perfectly good job at managing changes as they occur during the day. If your company is like most, you react to events as they happen in order to adapt your resources to meet changing customer and organizational needs.

However, true change leaders do more than apply out-of-the-box thinking to react to current situations. They also seek to investigate the root cause and any possible patterns of issues that arise in order to take proactive measures to deliver the best customer experience possible.

During our workshop we will compare typical change management functions to a change leadership approach. You will learn to:

  • Satisfy a change leader's curiosity by making it easier to dive into the reasons behind the current situation
  • Seize opportunities and be proactive in order to make the next customer interaction the best it can be
  • Leverage resources and interactions through desktop activity monitoring, quality recordings and analytics
We will then have a break out session to discuss other change management approaches with your peers.


Tracey Huff,
Manager, Solution Marketing

Tracey Huff is the Solution Marketing Manager for the NICE IEX Workforce ManagementSolution at NICE Systems, Inc. Tracey has over 15 years of experience leading contact centre solution implementations at several top organizations. Tracey previously has led the implementations of NICE Perform, NICE IEX Workforce Management, AVAYA CMS, Knowlagent, and eTalk Quality to name a few. Tracey has been presenting "Best Practices" in Workforce Optimization and has extensive experience in establishing enterprise technology and operational goals. She started her career with Barnett Bank, and has also worked with SBC, WellCare, and most recently with AAA Auto Club South. Tracey holds a Bachelor's degree from the University of South Florida in Mass Communications.

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