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Text Content

YOU ASKED: HOW DO I ACCOUNT FOR DIGITAL CHANNELS IN TODAY’S EVER-EVOLVING
WORKSPACE?


NOT REGISTERED AND INTERESTED IN SIGNING UP? CLICK BELOW:

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ABOUT


Start date: 6/29/2023

Start time: 11:00 AM EDT

Duration: 60 minutes

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. But when information about the contact isn’t available
until after the interaction ends, it’s almost impossible to plan work across
intervals. Traditional WFM paradigms create silos of inaccurate data that get in
the way of your ability to manage your teams in today’s blended digital office.


SPEAKERS



Nancy Jamison

Senior Industry Director

Frost & Sullivan

Nancy Jamison is a Senior Industry Director within ICT Frost & Sullivan. She
covers all aspects of customer contact, with a particular focus on peripheral
and emerging areas that have an impact on the Customer Experience. These include
speech and AI-enabled customer contact solutions, such as conversational and
generative AI, and omnichannel customer care. Other areas of focus include key
vertical markets, such as retail and healthcare, and the contact center
industry’s advancement of environmental, social and governance (ESG) goals.

Andrea Matsuda

Senior Product Marketing Manager

NICE

Andrea Matsuda is a senior product marketing manager at NICE where she directs
product marketing strategy, thought leadership, and sales enablement in
connection with select Workforce Engagement Management (WEM) product categories
(WFM and EEM). With over 10 years’ experience in the contact center Andrea is
passionate about helping contact centers deliver a world class customer and
agent experience.
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