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Tech Tank: Workforce Management 2017

CRMXchange

Presented By: CRMXchange



Presented by Aspect, NICE, and Workflex Solutions

Live Date: February 2, 2017. PLEASE SIGN IN TO LISTEN TO THE RECORDING.

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About the Webcast

Effectively balancing agent resources with customer contact volume is perhaps the most important strategic component to achieving and maintaining call center efficiency. While almost 8 out of 10 companies are experiencing higher contact center agent turnover, most currently offer no schedule-change empowerment capabilities to their agents when they are not at work.

- WorkFlex will show their patented Intelligent Agent Mobile App which empowers agents with the schedule-change flexibility they really want and helps optimize staffing levels at the same time. Watch how agents are able to preview and select pre-approved work-hour or work-activity changes and trade schedules with other agents with instant confirmation.

- Aspect will show their newly developed User Interface that facilitates viewing of schedule and account balances, submitting request for schedule changes, participating in schedule trades and shift bids, and allows for automated approval/denial based on configurable business rules.  Aspect will also showcase technologies that allow for these requests across other channels.

- NICE is excited to invite customers to join the revolution.   The revolution to evolution, that is EVOLVING beyond manual work and spreadsheets for everyone.   NICE has released a new WFM solution that removes the barriers many companies have had in using WFM solutions.  They will provide attendees a glimpse into the UI/UX of the solution and how agents and supervisors of mid-sized companies can be both empowered and engaged. 

Listen to this roundtable as we show you how emerging solutions can help you improve service levels while keeping operational and agent turnover costs in check. 

About the Presenters

Larry Schwartz, Chairman and CEO of WorkFlex Solutions, LLC

Larry brings 25+ years of executive management experience in large-scale operational streamlining, enterprise software & consumer products development, strategic planning, business process transformation, and outsourced managed services. He currently serves on the Board of Directors of nVoq Inc, and is Chairman of the City of Montgomery Landmarks Commission.

Jeff Whitt, Solutions Consultant, Aspect

Jeff brings 20+ years of Workforce Management, both as a user and vendor of WFM. Prior to his role in product management, Jeff was a senior application consultant, technical trainer, and support engineer who helped organizations across industries help make the most of their workforce management solutions.

Paul Chance, Senior Product Marketing Manager, WFM, NICE

Paul is a 25+ year veteran of contact center technology and has spoken with contact centers in NA, EMEA and APAC about using technology to reach meet their service goals. He is an avid proponent of customer service and is the author of weekly thought leadership blogs on workforce management.