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Tech Tank - Preparing for the Future of Workforce Management


Presented By: CRMXchange

Live Date: February 6, 2018. PLEASE SIGN IN FOR RECORDING.

Presentations by: NICE, NICE inContact and Loxysoft

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About the Webcast

Balancing agent resources with call and contact center volume is perhaps the most important strategic component to achieving and maintaining call center efficiency. 

Unless the right tools are in place to meet the demands of increasingly complex contact center operations, managers struggle to reach their objectives.

See how emerging solutions can help you to improve service levels while keeping costs in check. 

  • NICE inContact CXone Workforce Management Pro will show a modern, intuitive, and easy-to-use solution that generates one of the industry’s most accurate forecast through patented forecasting algorithms and processes.  They will show a unified WFO suite and ACD with a single point of administration. 
  • Loxysoft will show you Workforce Management: Simplified. Let’s face it, bringing on a new and often complicated WFM product can be a daunting task to add to an already stacked deck that is your schedule. What you need a product that is easy to learn how to use, saves your center time in scheduling agents, conveniently monitors intraday updates, and automatically track employee hours– all while staying in your budget. Proscheduler gives you all that and more. Our product presentation will demonstrate how anyone can learn to create schedules for phone, email and chat (Omni-Channel) which take into account agents preferred time to work (Work/life balance), has an integrated time clock that exports to your payroll system and monitors your intraday environment to make changes quickly. We look forward to meeting you.


About the Presenters

Patrick Russell, Senior Manager, Product Marketing, NICE inContact

With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn’t. Patrick has spent the last 4 years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences.

Liz Turner, Vice president, Customer Relations, Loxysoft Inc.

Liz began her career in workforce management as a Specialist for Delta Air Lines. Advancing through leadership roles to become Manager of Schedule Development & Forecasting for Delta’s global operation, she managed forecasts for over 40 groups while leading a team of scheduling analysts responsible for over 8,000 internal and outsourced call center agents.  Liz brings unique insight into customers’ needs to help provide support and offer various viewpoints.

Yohai West, Solutions Marketing Manager, NICE Systems

Yohai is a Solution Marketing Manager for cross-channel Customer Interaction Analytics solutions in the Contact Center. He has over 10 years’ experience in technology solution marketing. Throughout his career, Yohai has managed global solution marketing activities while focusing on market needs analysis, solution definition, marketing campaigns and thought leadership.