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Preparing for the Future of Workforce Management 2023


Presented By: CrmXchange

Live Date: February 21, 2023. PLEASE SIGN IN FOR THE RECORDING.

Presented by Andrea Matsuda, Product Marketing, NICE and

Nicole Nevulis, Director, Global Business Strategy, Back-Office WFO, 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. There is a renewed interest in seeking WFM solutions that solve new scheduling challenges for phone, chat, and back-office agents.

Workforce Management must adapt to accommodate work from home, activity-based workspaces, and how to blend the omni-channel environment.  We will discuss how to:

  • Forecast and plan work activity rather than just work items
  • Schedule when to work, what to work on, and where to work (and where to be seated)
  • Self-manage schedules and work items 

In addition, as the back office becomes similar to contact centers and blended operations, we see back offices increasingly leveraging workforce management solutions. You will learn: 

  • How to simplify the complexity and create a single source of truth
  • Ways to measure, manage and control employee performance
  • How to align the work to match the right skill to a specific work item 

Join NICE and Verint as they discuss the newest approaches.


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.

Nicole Nevulis, Senior Director, Global Go-To-Market Strategy, Verint

Nicole’s passion is driving organizational transformation with a people-centric approach, focusing on leveraging process and technology to maximize the power of people. She started her career in the contact center before moving into the operations world at major financial services brands, State Street and Federated Investors. 

As part of Verint’s intrapreneurial team, she was agile across many roles and able to leverage her depth and breadth of experience to develop approaches that allowed organizations to achieve their goals of managing costs without sacrificing employee and customer experience. Nicole believes that all the functional areas executing work for customers are valuable and contribute to customer experience. Her move into marketing has allowed her to evangelize and provide thought leadership, influencing operations to move beyond the contact center space.