About the Webcast
Although
AI has become a popular focus for many business leaders, many firms are still
in the beginning stages of incorporating it within contact center and CX
activities. One of the top areas that AI impacts business performance is
streamlining complex processes. Enter scheduling. Trends such as self-service,
digital and automation have been increasingly putting pressure for business
leaders to reduce labor costs while elevating CX quality. With rising economic
uncertainty, that’s become even more relevant.
Join
this webinar to learn:
- Trends Impacting Contact Center Workforce Activities
- How to Streamline Scheduling with Innovation
- Real-life
Success Stories
About the Presenters
Omer Minkara, VP and Principal Analyst, Aberdeen
Omer
Minkara is the Vice President, Principal Analyst at Aberdeen, researching
Best-in-Class practices and emerging trends in the technologies and business
processes used to enhance customer experience across multiple interaction
channels (e.g. social, mobile, web, email and call center). He has an MBA
degree from Babson College, where he participated in the launch of a technology
company, creating a customer acquisition and engagement strategy, and
developing all the operational and financial forecasts for the enterprise.
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.