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Roundtable - Best Practices in Workforce Optimization


Presented By: CrmXchange


Panelists: Dana Shalev, Head of Product Marketing at NICE WEM LOB,

Trent Isaacs, Sr. Director, GTM Strategy, Real-Time Work, Verint, and

Robert Bradshaw, Founder/President, WiserOwl

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About the Webcast

Workforce optimization (WFO) is a key aspect of call center operations and involves ensuring that agents are performing at their best, and that staffing levels are optimized to meet customer demand. During this roundtable we will discuss issues such as the following: 

  • Adapting to Modern Staffing Challenges: Using advanced algorithms and AI to gain accurate forecasting in a blended digital and voice environment
  • Capacity Planning Accuracy: Visibility into the number of hires is critical to ensuring long-term capacity planning accuracy
  • Talent Management:  Using performance data to personalize coaching & learning strategies to optimize agent performance
  • Insight Driven Management:  Using data analytics to gain insight to center performance & target areas for improvement
  • Performance Assessment: Understand the significance of knowing the precise dollar value of every contact center measure in near real-time. This empowers you to make financially fact-based, data-driven decisions promptly, optimizing resource allocation and improving overall performance.
  • Efficiency Optimization: Recognize the hidden costs associated with individual agents and processes within your Contact Center. By identifying and addressing these costs, you can enhance agent productivity, streamline operations, and elevate overall performance.
  • AI technology adoption: Discover how generative AI enhances customer interactions, enables personalized assistance, and helps service teams to deliver exceptional support.

About the Presenters

Dana Shalev, Head of Product Marketing, NICE

Dana is a veteran marketing professional with more than ten years of experience in product marketing and content creation. Dana brings vast experience working for leading global companies in diverse industries. Her forte is turning technology into a story focused on value to customers, and her passion is building close relationships with customers. Today, Dana is the head of product marketing for the NICE WEM line of business, specializing in recording, compliance, performance optimization, and workforce management.

Trent Isaacs, Sr. Director, GTM Strategy, Real-Time Work, Verint

Trent is responsible for driving the go to market strategy for Verint's industry leading Real Time Work solutions, including Real Time Agent Assistance and Real Time Coaching. This includes driving offering related activities across the company focused on driving business growth and helping our customers succeed in implementing real time strategies using Verint products.

Robert Bradshaw, Founder/President, WiserOwl

Robert founded WiserOwl to enable contact centers to bridge the financial gap between customer service and the enterprise, helping to overcome barriers in customer experience that Forbes estimates cost businesses upwards of $75 billion every year. As Founder/President of WiserOwl, Robert brings 30+ years of marketing, business development, and sales expertise in startup and Fortune 100 firms. As a thought leader, he regularly contributes to trade publications in the contact center industry.