Transforming your Workforce Management for the Digital Age
Monday Nov 6, 2:00 PM – 3:00 PM EDT — RECORDING
Workforce management has gone through monumental and exciting shifts in the past decade, from adding AI to supercharge forecasting and scheduling to the development of rich workforce engagement applications. But those changes have introduced new challenges you might not even be aware of. Each new interaction channel added value yet complexity.
For example, with easier contacts often diverted to bots, the interactions your agents are handling are longer and more complicated than ever. This impacts not just your forecasting requirements but also the overall agent experience.
Attend this session to learn more about:
- Managing omnichannel service delivery in an ever-evolving workspace
- Market trends in the digital contact center, including the impact this has on the agent's workload and attrition rates
- Gaining cross-departmental efficiencies to drive improved bottom line performance
One lucky attendee will receive a NICE bluetooth speaker!
Presenter:
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Andrea Matsuda, Product Marketing, NICE
Andrea has spent the majority of her career in the contact center world. After graduating from the University of Nebraska-Lincoln with a bachelor degree in International Business and Global Studies, with an emphasis on French and Japanese languages, she joined TD Ameritrade as a multi-channel customer service agent. While at TD Ameritrade, she received her master degree in Strategic Marketing from the University of Bellevue. It was during this time that 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.
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