About the Webcast
Today’s contact centers can’t
afford to just react — they need to be smart, efficient, and ahead of the
curve. That means having the right workforce strategy in place to not only keep
things running smoothly, but also to keep agents engaged and customers
satisfied. In this session, we’ll dig into practical ways to turn workforce
data into real improvements.
We’ll cover topics like:
- Discover new Key Performance Metrics that enhance call center efficiency and boost customer satisfaction.
- How to gain cross-departmental efficiencies to improve bottom line performance.
- Empowering agents with real-time guidance.
- Proven methods to increase employee satisfaction and retention.
- Explore the WEM solutions that drive the most value and measurable return on investment.
- Should manual QM be a thing of the past?
- Between Stress and Support: The psychological impact of AI on agents and supervisors.
About the Presenters
Donna Fluss, Founder & President, DMG Consulting LLC
Donna Fluss, Founder and President of DMG Consulting LLC, provides a unique and unparalleled understanding of the people, processes and technology that drive the strategic direction of the dynamic and rapidly transforming contact center and back-office markets. As the foremost analyst and visionary dedicated to the contact center and back-office markets, Donna has provided expert guidance for over 30 years to technology leaders as well as disruptive newcomers, investors, and enterprises that want to build next-generation AI-enabled contact centers.
Andrea Matsuda, Head of Product Marketing, Workforce Management, 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.
Natalie Perez, CMO, Perman Holdings
Natalie Perez is a CX and
marketing strategist with over 30 years of experience spanning the contact
center, SaaS, and enterprise tech industries. A serial entrepreneur and
seasoned operator, she has built and scaled companies from the ground up,
shaped category-defining products, and designed patent-backed solutions to
address real operational challenges.
Natalie is passionate about
helping leaders harness AI while preserving the human connection that fosters
trust and loyalty. She frequently writes and speaks on customer experience,
emotional intelligence in automation, and marketing leadership in an AI-driven
world. Her work is rooted in real-world operations and guided by a core belief:
technology should empower people—not replace them.