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Education Session

Resource Planning in the Monitoring Center – Leadership Boot Camp, Part 2
Friday, June 16, 2017 09:45AM - 10:45AM
In this session you will learn:
• Guidelines for effective real-time management and recovery
• Best practices for forecasting and scheduling
• Tips for improving the monitoring center’s capacity and process efficiencies
Justin Robbins photo
Justin Robbins
Content Director
HDI & ICMI
Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he's coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets.


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