Creating a Centralized Global Command Center for Workforce Management, IT, Telecom, HR Management

For a contact center to function at its highest efficiency, Workforce Management, Telephony, Desktop Support and HR must interact seamlessly. By consolidating these teams into a single organization - sharing resources and monitoring - you can respond more effectively to arising needs in any of the areas.

This free Webinar will show you why Chase decided to reorganize these departments and manage them through a Central Command Center powered by an IEX solution.

Learn why Chase chose to streamline and the benefits they gained from it:

• Discuss how WFM, Telephony and HR were handled prior to the reorganization
• Learn why you should go with a centralized Global Command Center
• Review Chase's current organizational structure and see how to build your own strategy
• Measure the financial and staffing gains Chase enjoys from the Global Command Center

Be sure to bring your questions! After the presentation, the webcast will be open for a live Q&A.

Glenn L. Gustafson

IEX Totalview Workforce Administrator

Chase Home Lending

Presenter

Tracey E. Schelmetic

Editorial Director, Customer Inter@ction Solutions magazine

Dot Commentary

Moderator

Sponsors

Glenn L. Gustafson

IEX Totalview Workforce Administrator

Glenn began his career in Workforce Management in 1997 as a Workforce Analyst for Checkfree corporation assisting with the integration of their first WFM Software package (IEX Totalview). During his time with Checkfree he handled forecasting and staffing duties as well as integrating new call centers into the existing call management structure. In 2000 Glenn moved to Medco Health as a Business Analyst consulting on the IEX Totalview package and designing in house database and communication tools to facilitate information flow within the call centers. In 2003 Glenn was hired as a Business Analyst by Chase Manhattan Mortgage Corporation (now Chase Home Finance) to analyze WFM solutions and make recommendations to increase its efficiency and accuracy. Last year he transitioned into the role of System Administrator for the IEX Totalview WFM package at Chase and is currently supporting not only the Home Finance division but also 2 mortgage sales divisions and the mortgage collections division as the use of the Totalview WFM software continues to grow at Chase. As administrator he is responsible for training the divisional WFM managers and staff and insuring the continued efficiency and accuracy of forecasting and staffing using the WFM package.

Tracey E. Schelmetic

Editorial Director,

Customer Inter@ction Solutions magazine

Tracey E. Schelmetic, Editorial Director of Customer Inter@ction Solutions magazine, has been with TMC since 1998. In addition to her editorial duties for the magazine, Tracey contributes an e-business column to TMCnet, “Dot Commentary,” and Customer Inter@ction Solutions’ final page column, “Last Call”. Tracey frequently speaks at trade shows and industry events. She is the MVP Quality awards judge, the keeper of the “Top 50 Teleservices Agencies Rankings” and the chief editor of the CRM Excellence Awards. Tracey holds a Bachelor’s degree from the Fairfield University School of Business.

Tracey is a co-contributor to TMCnet's Call Center CRM News Blog, which can be found at: http://blog.tmcnet.com/.