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Chat Workshop
How is growing use of Chat disrupting your workforce planning, recruitment strategy and training? Share with your peers to continue the discussion around leading edge practices. Be part of creating an industry white-paper!
Workshop Facilitatated by: June Naranowicz, Rogers
June Naranowicz is a Workforce professional with over 20 years’ experience. She has applied her skills in both corporate and vendor environments including Bell, CIBC and ClientLogic. Joining Rogers Communication in 2006, she is currently working as a Senior Manager Capacity Planning within the Consumer Care Unit of Rogers Communications Inc. with responsibility of Long Term Planning for Chat, Voice and Back Office Lines of Business. Her expertise ranges from Business Planning, Finance, Forecasting, Scheduling and Intraday. In the past 3 years she has played a key role in driving the successful growth of Rogers’ Chat Channel from a small internal group to a team of several hundred agents, spread across multiple internal and vendor sites. June has been an active member of the GTACC Advisory council since 2010.
Attendees will be working in groups to discuss topics such as:
- Chat KPIs
- Recruiting/Training
- Planning/Forecasting for Blended Environments combining Chat/voice/Email/ SMS contacts
- Click versus Proactive Chat
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