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Mastering the Fundamentals - How Automation is Shaping Workforce Management

Tuesday Nov 12, 4:00 PM – 5:00 PM EDT — RECORDING



CX Automation is enhancing customer experiences, enabling you to balance their expectations with cost efficiency. However, this advantage can present challenges for your workforce management practice if the fundamental impacts are not considered. Join this webcast as we explore how automation is influencing the future of workforce management. This discussion will go beyond the basic definition of CX Automation (hint: it’s more than just IVA) and explore how it is transforming the core aspects of WFM. Key considerations will include:

  • The influence of automation on forecasting accuracy and staff planning strategies
  • The growing need for enhanced employee support as automation becomes more prevalent
  • The benefits of successfully integrating CX automation into your workforce management practices — and the risks of failing to do so
 

Presenters:

Trudy Cannon, Senior Director, GTM Strategy, Workforce Engagement Management Solutions, Verint®

Verint - Trudy Cannon Trudy Cannon, Senior Director, GTM Strategy, Workforce Engagement Management Solutions, Verint®

Trudy is Verint’s Senior Director of GTM Strategy supporting the Workforce Engagement Management suite.  In this capacity, she is responsible for driving go-to-market strategy, developing offerings, building tools, messaging, collateral, and sales enablement materials to support market growth.

Trudy joined Verint in 2011 and has held the role of Application Consultant in the Services organization and Solution Consultant in Solution Sales supporting WFE before joining the go-to-market team.  With over 30 years’ experience in contact centers, prior to Verint, Trudy held management positions with the largest telecommunications provider, a multinational financial services corporation and a major airline.

Other Sessions With This Presenter

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Michael Wroblewski, Senior Director of Presales Consulting for Workforce Engagement solutions in North America, Verint

verint mike wroblewski Michael Wroblewski, Senior Director of Presales Consulting for Workforce Engagement solutions in North America, Verint

Mike is currently Senior Director of Presales Consulting for Workforce Engagement solutions in North America with Verint. In this role he is responsible for driving revenue opportunities and helping support customer success for solutions such as WFM, Speech, Text, and Desktop Analytics, Compliance solutions, Real Time assist solutions, and more.

He has held multiple roles with Verint for over 23 years, beginning with Blue Pumpkin Software. Prior to his time with Verint, Mike held various leadership roles with in-house and outsourced contact centers. In these management roles he has worked with a variety of industries including Cable and Satellite, Telecommunications (Cellular and traditional Telecom), Internet Service Providers (sales, service, and support for access, hosting, and design) as well as Financial Services.