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The Role of AI in the Future of WFM

NICE

Presented By: NICE



Date: December 10, 1pm Eastern

Presented by Omer Minkara, VP and Principal Analyst, Aberdeen and

Andrea Matsuda, Head of Product Marketing, Workforce Management, NICE

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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

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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.