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WFO2020

Your Briefcase

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Flex Scheduling and Micro Scheduling

Monday Nov 2, 2:00 PM – 3:00 PM EDT — Recording



A New Playbook for an old challenge.

In today's climate, contact centers see value in retaining skilled, empathetic, talent in order to meet the needs of the customer and to realize greater efficiency by leveraging multi channel skillsets. In this session we will review tactics to meet the needs of the employee, the customer, and the enterprise.

Presenter:

Nick Mortimer, Senior Director, Global Product Strategy, Verint

verint - Nick Mortimer Nick Mortimer, Senior Director, Global Product Strategy, Verint

Nick joined Verint in 2005 and is currently a Senior Director in Product Management at Verint. He has an extensive background is in Application and Business Consulting across a broad range of Verint's Workforce Optimization and Analytics solutions. Over the past 15 years with Verint, Nick has helped top-tier customers across the world to implement and optimize Workforce Optimization solutions across all sizes and industry verticals. Nick has lived and worked in multiple countries in the Americas, Asia Pacific, Europe and the Middle East, bringing his global experience and expertise in Workforce Management to drive the evolution of Verint's WFE portfolio to optimize cost and operational performance whilst driving superior levels of customer and humanizing employee engagement.