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Balancing Bots, Agents, and Customer Needs - WFM Practices for Modern Contact Centers

NICE

Presented By: NICE


Date: Tuesday, May 13th, 1pm

Presented by: Donna Fluss, Founder and President of DMG Consulting and

Andrea Matsuda, Head of Product Marketing WFM, NICE

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About the Webcast

As the mix of voice and digital interactions changes, contact centers require new best practices and updated processes to effectively manage their operations while balancing the needs of their customers and agents. Add in the complexity that comes from utilizing bots to augment agent performance and increase self-service automation, and it quickly becomes clear that traditional workforce practices are holding back contact centers and driving agent attrition.

We discuss:

  • Challenges in applying traditional WFM to modern contact centers
  • How asynchronous channels are changing WFM
  • New WFM practices for contact centers that handle voice and digital with live and automated agents
  • Success stories and use cases

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About the Presenters

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.

Donna Fluss, Founder & President, DMG Consulting LLC

Donna Fluss, Founder and President of DMG Consulting LLC, provides a unique and unparalleled understanding of the people, processes and technology that drive the strategic direction of the dynamic and rapidly transforming contact center and back-office markets. Donna has provided expert guidance for over 30 years to technology leaders as well as disruptive newcomers, investors, and enterprises that want to build out next-generation contact centers.