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Who’s Who: Emma Skygebjerg, Director of WFM

Emma Skygebjerg is Puzzel's Director of WFM.

“Work-life balance is truly important. By keeping a good balance between work and your private life, you perform better when at work.”

Welcome to our Who’s Who series, where we introduce you to the wonderful people who work at Puzzel and explore their roles, achievements and impact. From chess players to trained chefs, globetrotters and code geeks, our diverse team is full of talent and expertise worth sharing.

Emma Skygebjerg is our Director of WFM. Emma joined Puzzel in 2021 and is responsible for managing and growing Puzzel’s workforce management business unit.

Q. What does your role at Puzzel entail?

My role at Puzzel is essentially to grow our WFM business globally and making sure we offer a truly competitive Workforce Management system suitable for our key market areas.

Q. How long have you worked in the tech industry?

I’ve been in the tech industry since ’98. I started working with remote authentication solutions for the banking industry, and since 2009 I have enjoyed the world of contact centre technology and WFM.

Q. What are the biggest challenges contact centres face when it comes to workforce management?

The biggest challenge of all is employee attrition. Attrition in contact centres is often as high as 20-30% and is a huge cost for the centre and drains a lot of energy in recruiting and training new staff. It has a massive impact on service delivery and is one of the hardest metrics to improve. It is challenging in these competitive times to find the right balance that allows favourable schedules for employees and keeps operations profitable over time. On top of it all, many centres are still struggling with scheduling and forecasting in Excel. There are numerous ways that a WFM system like Puzzel can assist with these challenges. There are, for example, settings to enable and improve agent engagement while keeping schedules optimised and cost-efficient.

Q. What excites you about WFM?

What excites me the most is the usability of the product and the ability to customise overviews. Many systems out there are way too complex, and as a result, they never offer the benefits and the return on investment that was intended. I really like the intuitiveness of the WFM interface, the step-by-step guides to create forecasts, schedules and reports, and the help guides that assist you in that process. Moreover, it’s a true cloud platform that works regardless of company size, industry and geographic location. In other words, our opportunities are really endless! It is also exciting to see the feedback from current customers and potential customers when demoing the product and its capabilities.

Q. How would you describe the culture at Puzzel?

The company culture at Puzzel is by far the best I’ve ever experienced. It is warm and welcoming, and we trust and support each other. It is a positive atmosphere and a strong will to succeed in what we do. It is putting that extra effort in; a combination of having something great to offer and customers that trust and cherish what we deliver, which allows us to trust even more in what we do. I feel like I’m on the winning team, and since I joined, I have enjoyed every minute of it.

Q. How do you maintain a good work-life balance?

Work-life balance is truly important. When you come from a WFM background, this is part of your backbone. I try to make sure that I take time off with my family and for myself. By keeping a good balance between work and your private life, you perform better when at work. I have the luxury of having a flexible working environment where I can also take the time off when needed. This encourages me to go that extra mile when needed.

Q. What are your hobbies outside of work?

I’m a marathon runner, so I enjoy getting out there in the early hours, listening to a good audiobook and enjoying the empty streets. I enjoy travelling, which I used to do quite a lot before the pandemic hit, and getting out there for a run in a new city is a great way to learn about a new place. I am trying to complete the Abbott World Marathons Majors. My last two remaining marathons are now Boston, which I am hoping to do this fall, and Tokyo.

Q. Where is your favourite place to holiday in Sweden?

There are several amazing places to visit in Sweden. In the wintertime, I would suggest visiting Northern Sweden. The ICEHOTEL in Jukkasjärvi is well worth a visit. You can also enjoy some great ice skating, downhill and cross-country skiing in Riksgränsen or in mid Sweden, Åre. Gothenburg, where I live, is really lovely from the end of April until the beginning of September. Friendly people, great weather and lots of history. We have a lovely archipelago as well here on the west coast. Stockholm, the capital, is really lovely with lots to see, including the ABBA museum which you shouldn’t miss!

Q. Where is your favourite place to holiday abroad?

New York is my favourite city to visit. I used to live on the Upper East Side in 2016 and I have some great memories from that time. I also think the Florida Keys are definitely worth a visit. But the Turks & Caicos Islands in the northern West Indies are by far my absolute favourite holiday destination, with crystalline turquoise waters and white sand beaches.

Q. What inspires you?

People that do things for a good cause. I’m equally inspired by people with true perseverance, who see possibilities beyond any obstacles thrown their way. I’m inspired by those that really go above and beyond, who never give up and never complain about any hurdles. It proves you can achieve whatever challenges you set yourself. I’m also inspired by those who take the time to listen to the needs of others, and who put in the effort to adjust their messaging and way of being based on those needs.

Discover how WFM can help you combat attrition and improve work-life balance by booking your one-month free trial today.

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