Ensuring Workforce Optimization Effectiveness 

The Master Class will focus on the following:

Workforce Optimization (WFO) has a critical role to play in enabling customer service effectiveness.  WFO helps to inform the right decisions and contributes directly to ensuring service excellence.  However, it also places an increased focus on its agents and managers, making sure that they have the  right training, development and coaching.

1. Refocusing on customer service effectiveness
2. The value of non-quantifiable workforce optimization benefits
3. Aligning WFO with improved Customer Engagement
4. Externalizing customer focus with WFO
5. Enabling more strategic Customer Management activities

Presenter: Roy Fletcher

Roy Fletcher holds a bachelors in creative brand communications management from Vega the School of branding. Roy is currently studying the corporate innovation micromasters through the University of Queensland. He has studied business management with Damelin and Organisation Development and Organisation Design through WorldsView Academy. Roy taught management of innovation and technology for the Davinci institute and assisted organisations such as First National Bank and Westbank with their learning equipping them to build and innovation culture. Roy has been working in organisation development for nearly 4 years and has experience in the diagnostic and solutions crafting portion of projects, spanning from organisational culture, organisation design and leadership development/excellence.

Presenter: Duveen Sinkfontein

Duveen Sinkfontein
Workforce Optimization Specialist

Highly experienced and professional Workforce Optimization (WFO) Consultant, with expert knowledge in both Workforce Management, Quality Assurance and Speech Analytics principles and methodologies. In-depth knowledge of the world Leading WFM and WFO software applications. Thorough understanding of contact centres and the operational challenges faced by Executives, Managers Supervisors and Agents. Well qualified and experienced in leading WFM applications, through hands-on implementation of numerous WFM implementations in Africa and abroad.

Strong background in optimizing WFM processes throughout a contact centre and have developed and delivered seminars on WFM performance and have created original forecasting, scheduling and staffing models that are in use by numerous organizations.  Accredited WFM trainer, experienced in facilitating workshops and training sessions to end-users of WFM tools as well as training principles to customers in South Africa, Africa, ME and as far afield as Russia. 

A result driven, self-motivated and resourceful Consultant with a proven ability to develop and strengthen client organizations in order to maximize company profitability and efficiency. Possessing excellent communication skills and able to establish sustainable and profitable relationships with customers, suppliers and stakeholders across the world.

Professional Experience
Prior to joining Jasco, Duveen worked at Avaya Dubai as a Senior Strategic Consultant and Emirates National Bank of Dubai, heading up their WFM and Dialler departments 

Presenter: Madelise Grobler

Madelise Grobler is currently the South African CEO of inavit iQ. Madelise joined the Inavit iQ group from Bytes People solutions where she served as Managing Director. Madelise completed her DCom (Informatics) at the University of Pretoria in 1995, started a technical IT consulting and training business in 1996 which was then acquired 3 years later by CS Holdings. The business was then acquired by the Bytes Technology Group in 2004. She developed the business to one of the main players in the ICT People Solutions space. Madelise served on the Bytes Executive committee and as Managing Director, responsible for not only the growth strategy of the business but also the overall revenue target. Madelise exceled at Enabling Technologies, Talent Management, Skills Development and Business Process Outsourcing.