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Preparing for the Future of WFM


Presented By: CrmXchange

Live Date: February 22, 2024. PLEASE SIGN IN FOR THE RECORDING.

Presenters: Andrea Matsuda, Senior Product Marketing Manager, NICE, and

Michael Wroblewski, Sr. Director, Presales Consulting, Verint

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About the Webcast

Without the right tools in place to meet the staffing demands of increasingly complex contact center environments, managers struggle to reach their objectives. Workforce Management must adapt to accommodate work from home, activity-based workspaces, and how to blend the omni-channel environment. Learn how to break free from the constraints of traditional WFM practices by:

•    Optimizing your workforce by focusing on work activity rather than just work items
•    Blending the omnichannel environment into your existing practices
•    Inviting your staff to become partners in the scheduling process
•    AI in WFM – automate tasks, improve accuracy and increase workforce flexibility
•    One Workforce across the Enterprise and all channels – connect data silos

Discover the key strategies that will enable you to stay ahead in today's fast-paced digital age with an effective, unified and future-proof approach to WFM.

About the Presenters

Andrea Matsuda, Senior Product Marketing Manager, NICE

Andrea has spent the majority of her career in the contact center world. After graduating from the University of Nebraska-Lincoln, she joined TD Ameritrade as a multi-channel customer service agent. While at TD Ameritrade, she  advanced her career into workforce management. Andrea further advanced her workforce management career when she moved to Toast Inc, where she would eventually become the Senior Manager of the Workforce Management department. Today, she is fortunate enough to fulfill her passion of story telling in marketing for the workforce management industry at NICE, Ltd.

Michael Wroblewski, Sr. Director, Presales Consulting, Verint

Mike is currently Senior Director of Presales Consulting for Workforce Engagement Solutions in North America with Verint. In this role, he is responsible for driving revenue opportunities and helping support customer success for solutions such as WFM, Speech, Text, and Desktop Analytics, Compliance solutions, Real Time assist solutions, and more. He has held multiple roles with Verint for over 23 years, beginning with Blue Pumpkin Software. Prior to his time with Verint, Mike held various leadership roles with in-house and outsourced contact centers. In these management roles, he has worked with a variety of industries including Cable and Satellite, Telecommunications (Cellular and traditional Telecom), Internet Service Providers (sales, service, and support for access, hosting, and design) as well as Financial Services.