Todd Gladden, DeNOVO Consulting

Todd Gladden, DeNOVO Consulting

“It’s so beneficial to have an association of professionals that are dedicated to the foundational area of the contact center, the Workforce Planning area. Even if you are not a WFM functional individual, leaders of contact centers can benefit from the networking, exchange of best practices and technological advancements in this area to enhance the productivity of their centers. The conferences, regional sessions, online forums, certification, and training opportunities just serve to grow individuals and organizations and impact the bottom line for your company. Whether it’s Planning and Strategy, Forecasting and Scheduling, Managing Daily Service Levels, or Reporting and Tracking, there’s something for everyone. It’s been a “must-have” in my association portfolio.”