Episode 4: Caryn Yurkstas from Paychex

In this episode we sit down with Caryn Yurkstas, Senior WFM Analyst for Paychex.  Caryn started out as an agent in the Paychex contact center and has used this experience to bring new and innovative WFM processes into her organization.  She is well-respected in the contact center industry and was nominated for SWPP's WFM Professional of the Year in 2019.  In this episode we discuss the logistics and strategy surrounding corporate acquisitions and implementing a Workforce Management program in a new branch of the contact center.  There are some great takeaways and lessons to be learned from their experience!