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The Role of AI in the Future of WFM
Presented By: NICE
Live Date: December 10, 2024. PLEASE SIGN IN FOR THE RECORDING.
Presented by Omer Minkara, VP and Principal Analyst, Aberdeen and
Andrea Matsuda, Head of Product Marketing, Workforce Management, NICE
About the Webcast
Many organizations are still in the early stages of embedding AI into their workforce management strategies. One of the most significant opportunities lies in using advanced solutions to simplify complex tasks like scheduling.
Businesses face increased pressure to drive efficiency and maintain high-quality customer interactions. This webcast will explore how organizations can harness AI-driven innovations to optimize workforce management. We will discuss:
- - Key Trends Shaping Contact Center Workforce Strategies
- - Cutting-Edge Approaches to Simplify Scheduling
- - Real-World Success Stories
Watch as we unlock actionable insights.
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.