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Approaches for Engaging and Enhancing Effectiveness of Contact Center Agents


Presented By: CRMXchange

Presented by NICE, Pipkins, Workflex

June 1, 2:00pm - 3:00pm Eastern


About the Webcast

A customer’s experience with an agent is often the key to how an organization is judged. Research has identified and quantified the benefits of having an actively energized workforce. Yet many contact centers view front-line personnel as interchangeable commodities to be hired, trained and put into action as quickly as possible without taking into account the ongoing costs of high turnover and tolerating minimally committed employees.

 With Millennials becoming the dominant agent demographic and the sharing-economy increasingly tapping into the traditional contact center labor pool, strategies for recruiting and retaining an engaged and high performing workforce need to evolve.

Join this webcast to view demonstrations:

 --WorkFlex will show their patented Intelligent Mobile App which empowers agents with the schedule-change flexibility they really want while optimizing staffing levels at the same time. Watch how agents are able to preview and select pre-approved work-hour or work-activity changes anywhere/anytime with instant confirmation.
-- Pipkins’ demo will focus on their forecasting and scheduling tools which use the firm’s proprietary Merlang® algorithms. See the dramatic impact a 1% improvement or a 10% improvement in forecasting accuracy can have on a business’ overall profitability.
--NICE will focus on the value of NICE Performance Management (NPM) as the solution for driving behavior change and a culture of employee engagement. Learn how NPM delivers system-enabled targeted actions that automatically move employees and supervisors through a series of improvement steps with coaching, goal management and more.



About the Presenters

Larry Schwartz, Chairman and CEO of WorkFlex Solutions, LLC

Larry brings 25+ years of executive management experience in large-scale operational streamlining, enterprise software & consumer products development, strategic planning, business process transformation, and outsourced managed services. He currently serves on the Board of Directors of nVoq Inc, and is Chairman of the City of Montgomery Landmarks Commission.

Rafael Manzon, Executive Vice President of Sales & Marketing, Pipkins, Inc.

Rafael Manzon has more than 15 years’ experience in the contact center industry. Before joining Pipkins in 2016, Manzon served as President of ConnectCom BPO and CEO of DNC.com, a leader in the Federal Do Not Call compliance space. He also worked as Director of Business Affairs for the American Teleservices Association (ATA), now the Professional Association for Customer Engagement (PACE).

Diana Leccese, Regional Vice President at NICE Systems