Home > Live Webcasts

Best Practices - Workforce Strategy - Optimization and Engagement

CrmXchange

Presented By: CrmXchange


Thursday, August 7, 1pm Eastern

Panel includes Donna Fluss, Founder & President, DMG Consulting LLC and Andrea Matsuda, WFM, NICE

Register

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.
    • Best ways to use analytics to uncover hidden trends in customer interactions. 
    • 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?

      clickmeredsquare

        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.