Workforce optimization is a common business strategy used to balance customer satisfaction, service levels, workforce scheduling, operational costs and other key performance metrics. It’s commonly used to keep your workforce efficient and effective in high growth situations. However, as the claims industry evolves workforce optimization strategies can be used to enhance your workflow and change the mindset of your managers to fit with new strategic goals. This session will review how to evaluate your workforce and determine if optimization is needed, best strategies for workforce optimization, and how to handle conversations around workplace change.
Moderator: Catherine Alman MacDonagh, JD, CEO and Founder, Legal Lean Sigma Institute LLC
Christopher Tidball, Vice President - Sales and Claims Transformation Strategy, EXL
Cheryl Kusick, Director, Operations Advisory and Principal Operations Consultant, ReSourcePro
Scott Lorenzen, Director of Operations Advisory, ReSourcePro