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Preparing for the Future of Workforce Management


Presented By: CrmXchange

Live Date: February 24, 2022. PLEASE SIGN IN FOR THE RECORDING.

Panel: Amber Simpson, Senior Product Marketing Manager, NICE,

Brent Haferkamp, Product Manager, NICE, and

David Bunch, Product Marketing Manager, Calabrio WFM

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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. While Workforce Management solutions have been around for over 30 years, there is a renewed interest in seeking WFM solutions that solve new challenges. Join NICE and Calabrio as they discuss the newest approaches and tools. 

NICE will discuss best practices around long term planning and show a quick demonstration of the NICE Enhanced Strategic Planner. The modeling of the long term plans include: Using the best algorithm possible for data in order to identify hard to find patterns that impact your requirements, making sure your plan for shrinkage is at a detailed level, and leveraging your ability to reverse solve when some of your variables are not as flexible as need be.

Calabrio will discuss 3 important issues: 

  • Self-Scheduling – The need for schedule flexibility is critical; employees expect autonomy and the ability to have input and control around their schedule.
  • Hybrid – Most customer service organizations are hybrid. We discuss how contact center management evaluates performance between employees working on-site or at home.
  • Dynamic Shrinkage – The impact is of shrinkage is significant. Learn how to get a more accurate handling of this parameter through intelligent automation. 

About the Presenters

David Bunch, Product Marketing Manager, Calabrio WFM

Davis has been in the customer service and customer support space for over 8 years in various roles (SaaS, Consulting, Corporate).

Amber Simpson, Senior Product Marketing Manager, NICE

Amber is a Senior Product Marketing Manager at NICE dedicated to driving successful customer experience and employee engagement for contact centers globally.  Her pursuit to ensure optimal staffing levels and business goal alignment is empowered by evangelizing the advanced NICE Workforce Management solution.  Early in her career, time spent as a first-tier call center agent provided priceless value to her 20 years of strategic marketing and business development experience.

Brent Haferkamp, Product Manager, NICE

Brent is product manager for Forecasting and Enhanced Strategic Planner (ESP) and has been in the workforce management industry for 24 years.  He is an International Customer Management Institute (ICMI) Certified Associate and Consultant and a Workforce Management Software Group (WFMSG) Certified Consultant 1.  Additionally, while with ICMI, he provided strategic and tactical consulting and training for contact center organizations in a variety of industries.

Brent’s operational experience includes overseeing the technical and “virtual” operations of Greyhound Lines’ multi-site, 24/7/365, contact center operation and in a Workforce Manager role with Convergys (now, Concentrix), supporting up to 20 programs at any given time.  Brent graduated from St. Louis University with a B.S. in Aerospace, is a former U.S. Air Force Pilot and veteran of Desert Shield/Desert Storm.