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Roundtable - Preparing for the Future of Workforce Management


Presented By: CrmXchange

Live Date: February 7, 2019. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Aspect and NICE

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About the Webcast

The future is now – workforce managers are being asked to increase the accuracy of long-term planning, forecasts and schedules while being more sensitive to employee needs. 

--WFM in the cloud has gone mainstream, with cloud-based solutions able to meet contact centers’ critical need to stay current, leverage new features faster and allow experts to manage the infrastructure so managers can focus on their teams.

--By 2020, 43% the workforce will be gig workers. Don’t ignore this inexorable change in the dynamics of the labor force.  The right technology can be used to match available workers for impromptu, short gigs effectively and efficiently. 

    During this webcast, you will hear from NICE and Aspect. See how new technologies allow workforce managers to take advantage of tomorrow’s features today. Discover and experience emerging solutions to help improve service levels while keeping costs in check.


    About the Presenters

    Paul Chance, Senior Product Marketing Manager, NICE

    Paul is a 25+ year veteran of contact center technology and has spoken with contact centers in NA, EMEA and APAC about using technology to reach meet their service goals. He is an avid proponent of customer service and is the author of weekly thought leadership blogs on workforce management.

    S'ermane Todd, Solutions Consultant WFM Evangelist, Aspect

    S’ermane Todd is a 23-year veteran in the Workforce Optimization (WFO) industry.  Having worked extensively on the customer and the software provider side, S’ermane brings a unique perspective on best leveraging Call Center Technologies to achieve operational goals. Prior to joining Aspect, S’ermane held Workforce Management leadership and product management positions at eBay, Allstate, CVS Caremark, US Cellular, Avaya, and CHASE Bank.