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IVR - Webinar from Bay Bridge and TD Bank Explores Hiring Processes for Workforce Management
June 23, 2011

Webinar from Bay Bridge and TD Bank Explores Hiring Processes for Workforce Management

By Juliana Kenny, TMCnet Managing Editor

Laura Dillon from TD Bank provided some great insight into how TD Bank has managed its workforce by putting CenterBridge hiring recommendations into action in a recent webinar sponsored by Bay Bridge (News - Alert) Decision Technologies. Dillon noted that TD Bank’s challenges and opportunities stemmed from recruitment, learning and development, and business concerns.

On the recruitment side, TD Bank considered questions regarding how its contact centers were going to see change involving biweekly meetings as well as CenterBridge demonstrations. The CenterBridge platform from Bay Bridge Decision Technologies is the premiere forecasting, capacity planning, staff planning, budgeting, and analytic system for contact center organizations. TD Bank was able to leverage its advanced organizational technologies to hire the appropriate numbers of specialists at the right times.

In terms of learning and development, TD Bank used CenterBridge to anticipate training needs, support project managers, and bring planning disciplines to the process. From the perspective of business concerns, Dillon explained how TD Bank took “what if” scenarios and the inclusion of team manager support into consideration.

By using Bay Bridge’s CenterBridge technology, TD Bank was able to forecast, plan, and put into action its ideal hiring processes to maximize effectiveness of its team and productivity of its agents. Check out the archived version of the webinar here.

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Jennifer Russell

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