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4:00 to 5:00 p.m. Eastern Time
3:00 to 4:00 p.m. Central Time
2:00 to 3:00 p.m. Mountain Time
1:00 to 2:00 p.m. Pacific Time
Presenters:
Tricia Wisehart
Director, Reservations
The Hertz
Corporation
Oklahoma City, Oklahoma,
U.S.A.
Dan Hoesing
Senior Director, Global Reservations
Carlson Hospitality
Worldwide
Omaha, Nebraska, U.S.A.
Krissy Brand
Director of Resource Planning and
Optimization
Carlson
Hospitality Worldwide
Omaha, Nebraska, U.S.A.
Considering a Fluid Staffing Strategy?
Two top companies, The Hertz
Corporation and Carlson Hospitality Worldwide, have found success with
Variable Staffing strategies. Top executives will discuss programs that
include utilizing floaters, who are agents without schedules, and creative part-time programs.
In this session, you will hear proven
strategies to:
-
Build
expansion and contraction into your workforce
-
Achieve
high satisfaction levels with variable staffing
-
Make
your labor pool as flexible as your call patterns
The session will also
feature an interactive voice Q&A session for benchmarking with
participants.
About the Presenters
Tricia Wisehart
is the Sr. Director, Reservations Development, Performance, and Planning
for Hertz Worldwide Reservations and has been in this role for seven
years. Her current responsibilities include forecasting, scheduling and
performance management for two U. S. Reservations offices and she also
provides support to Hertz Reservations offices in 19 countries.
Wisehart
has worked in various capacities for Hertz over the past 33 years,
including two European assignments. She is based in Oklahoma City,
Oklahoma and has been involved in implementing several programs to
improve scheduling flexibility, employee morale and employee retention.Dan Hoesing
is the
Senior Director of Global Reservations for Carlson Hotels overseeing
offices in Omaha, Nebraska; Mexico City, Mexico; and Dublin Ireland.
Hoesing has been in a sales management capacity for 18 years. He has
been with Carlson for six years and in the contact center industry for
ten. Hoesing has a Bachelor of Science in Business Administration from
the University of Nebraska and is currently pursuing his MBA from
Bellevue University.
Krissy Brand
has worked
for Carlson Hotels for 19 years. She has overseen the workforce
management function for the last seven years and has recently expanded
this philosophy to all of the phone sensitive groups in the Omaha center
as well as providing support services to the international centers.
Brand has been instrumental in implementing the variable work schedules
for Carlson hotels in Omaha. This process has made Carlson’s labor
flexibility unmatched in the industry and according to a COPC ™ audit,
“Carlson Hotel’s workforce management is one of the best we’ve seen in
over 800 call center audits.”
How
It Works
Complete and return the Registration Form for your
company no
later than Friday, March 23rd.
Registered locations will be sent an email confirmation on Monday,
March 26th, with audio dial-in information, passcode and a web
link to access the handout materials and/or resources.
On
the day of the conference, simply join the call by dialing the toll-free
number, giving your agency name and passcode and log in to the handout
materials. Gather your staff and
listen via speakerphone to the presentation, follow along with the
handouts and participate in live, interactive Q&A.
PLEASE
NOTE:
Registration
fees are based on each dial-in connection; multiple call-ins from your
company will be charged accordingly.
Save time and travel
costs and include all staff members who will benefit from this timely
topic!
- IARE
Member Company – $99 per audio line
- Non-Member
Company – $149 per audio line
This
fee includes one audio connection. Additional fees will be charged if
there are multiple dial-ins. Written requests for refunds received on or
before
Friday, March 23, 2007, will receive a 50% refund less a $30
processing fee. Fees are non-refundable after this date. There are no
refunds for no-shows.
Please complete the
Secure
On-line Registration Form and submit your registration
electronically to IARE.
A confirmation with dialing information
and handout materials will be emailed to all registered contacts on
Monday, March 26th.
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