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Roundtable - Preparing for the Future of WFM
Live Date: February 27, 2025. PLEASE SIGN IN FOR THE RECORDING.
Presented by Andrea Matsuda, Head of Product Marketing, Workforce Management, NICE and
Trudy Cannon, Senior Director – GTM Strategy, Workforce Engagement Management Solutions, Verint®
About the Webcast
Managing the staffing needs of today’s increasingly complex
contact center environments can be challenging without the proper tools.
Workforce Management must evolve to support remote work, activity-based
workspaces, and the integration of omni-channel operations. We will discuss
issues such as:
- Letting employees build their schedules.
- Creating automated
rules to ensure that schedules meet business needs, all while improving
employee engagement and scheduling satisfaction.
- How to use intelligent
automation to reduce manual scheduling processes, optimize net staffing, and
increase employee satisfaction and retention.
- Having a holistic omni-channel view and how the
increase of one channel impacts the other.
- Expanding employee self-service
options beyond schedule adjustments to include wellness breaks and
additional benefits.
- Providing all employees with equal access to the tools they
need to succeed, regardless of whether they work remotely or in the office.
Discover how to break free from the constraints of
traditional workforce management and unlock greater efficiency.
About the Presenters
Trudy Cannon, Senior Director – GTM Strategy, Verint® Workforce Engagement Management Solutions
Trudy
Cannon is Verint’s Senior Director of GTM Strategy supporting the Workforce
Engagement Management suite. In this capacity, she is responsible for
driving go-to-market strategy, developing offerings, building tools, messaging,
collateral, and sales enablement materials to support market growth.
Trudy
joined Verint in 2011 and has held the role of Application Consultant in the
Services organization and Solution Consultant in Solution Sales supporting WFE
before joining the go-to-market team. With over 30 years’ experience in
contact centers, prior to Verint, Trudy held management positions with the
largest telecommunications provider, a multinational financial services
corporation and a major airline.
Andrea Matsuda, Head of Product Marketing, Workforce Management, NICE
Andrea has spent the majority of her career in the contact center world. After graduating from the University of Nebraska-Lincoln, she joined TD Ameritrade as a multi-channel customer service agent. While at TD Ameritrade, she advanced her career into workforce management. Andrea further advanced her workforce management career when she moved to Toast Inc, where she would eventually become the Senior Manager of the Workforce Management department. Today, she is fortunate enough to fulfill her passion of story telling in marketing for the workforce management industry at NICE, Ltd.