About the Webcast
Hear how to deliver actionable insight to optimize the call center.
This session will explore how AI elevates quality, insight, and real‑time performance in the contact center as well as a discussion on shaping the strategic workforce and capacity planning decisions that drive performance, cost, and risk over the long term.
- AI‑driven interaction insight: Surface trends, friction points, and coaching moments in real time.
- The “observe and evaluate” loop: Automate evaluation of all interactions to ensure consistency and enable higher‑impact coaching.
- Predictive CX analytics: Detect emerging issues like repeat contacts or rising frustration before they hit CSAT.
- Human + AI evaluation: Combine supervisor expertise with AI recommendations to improve accuracy and reduce bias.
- Real‑time agent assist: Deliver prompts, next‑best actions, and compliance reminders to reduce errors and handle time
- Instant anomaly detection: Flag spikes in silence, transfers, or escalations so teams can intervene early.
- WFM vs. WFP: Workforce management handles day to day optimization, while workforce and capacity planning drive long term performance, cost, and risk decisions.
- What great planning requires: A strong strategic planning process with accurate inputs, trustworthy analyses, and clear evaluation of resource–performance tradeoffs.
- AI’s real role: Understanding where AI enhances strategic planning in the contact center—and where it doesn’t—is essential for building reliable, future ready plans.
- Modern staffing complexity: With in house, outsourced, AI, and digital agents each carrying different costs and performance profiles, strategic workforce optimization is about finding the right blend over time.
About the Presenters
Aya Tzarfati, Senior Product Marketing Manager, NiCE Performance Management
Aya brings over 18 years of experience in B2B product marketing, specializing in high-tech and medical devices. She excels at developing go-to-market strategies, crafting compelling product messaging, and creating impactful sales enablement tools. With a strong background in cybersecurity and international marketing, Aya leverages deep market insights and competitive analysis to drive innovation and elevate customer experience through performance management.
Ric Kosiba, Managing Partner, Real Numbers
Ric is an engineer, who tripped into the contact
center industry about 25 years ago (and honestly loves it!). He started a
contact center planning company, called Bay Bridge Decision Technologies in
2000, and has worked at several CCaaS companies (Interactive Intelligence,
Genesys, and Sharpen), always doing contact center planning and analyses. He
holds a Ph.D. in Operations Research and Engineering from Purdue University(Go
Boilers!).
Ric resides in Indiana with his wife, Karin, and four kids.
He loves being a dad.
Trudy Cannon, Senior Director – GTM Strategy, Verint® Workforce Engagement Management Solutions
Trudy
Cannon 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.