Workforce Management Webinar

Wednesday, February 21, 2024
2:00 PM - 3:00 PM (EST)
329 Seats Remaining
329 Seats Remaining
Do you have questions about managing your contact center? Are you wondering how you can best align your workforce to answer your calls and other contacts as they appear in the queue? This webinar is designed to give you introductory information on how you can manage these key concepts:
  • Define workforce management and what that means for contact centers of all sizes.
  • Understand metrics that drive workforce management decisions.
  • Develop staffing baselines to assist with day-to-day operations and how to increase staffing for surges in contact center activity.
329 Seats Remaining
329 Seats Remaining

For nearly two decades, Jud Beall has been involved in the management of contact centers around the globe. Throughout the majority of this period, he has dedicated his expertise to steering the strategic direction of workforce management in organizations. His focus includes real-time management, intraday analysis, forecasting, scheduling, and capacity planning.

Jud currently serves as the Director of Workforce Management at Instant Teams, where the company leverages innovative technology and a commitment to skills-based hiring to craft dynamic talent and outsourcing solutions for employers while fostering remote careers for military spouses. Jud brings a wealth of experience from notable companies like BCD Travel, Agero, Faneuil, Suddenlink Communications, and 2-1-1 Texas A Call for Help/United Way of Abilene. In 2014, he achieved the Certified Workforce Planning Professional (CWPP) designation from the Society of Workforce Planning Professionals (SWPP).

Residing in Abilene, Texas, Jud and his family find joy in supporting their kids on the volleyball or tennis courts and beyond. Outside the professional realm, Jud unwinds on the back patio, skillfully grilling up delicious meals.

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Sandra Ray

Sandra Ray

Program and Education Director, Inform USA National Office

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