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.
Today's workforce consists of two types of employees: traditional workers and automated bots. Verint will discuss how this hybrid workforce is a win for both customers and employees, and how WFM teams of the future will need to account for this robotic workforce and make adjustments accordingly.
Imagine the benefits if you were able to predict what the distribution would look like for the multiskilled employees. NICE will show you a scheduling simulation model.
Discover and experience solutions to help improve service levels while keeping costs in check.

About the Presenters
Kelly Koelliker, Director, Content Marketing, Verint

Kelly Koelliker is director of content marketing at Verint with a focus on contact center workforce engagement solutions. With more than 15 years of marketing and sales experience, her expertise in the customer service industry covers such fast-evolving categories as knowledge management, natural language search, and CRM.
Rich Correia, Director of Product Marketing, NICE

Richard has many years of experience in Product Management
and Product/Solutions Marketing, with time at Cisco, Turin/Force10, Dell, and
CyrusOne. Accomplishments include driving the product direction and
revenue of Turin/Force10 data center solutions from a few million, to just
under one hundred million. At Dell, he was focused on managing and
marketing the different components of the data center solutions, across
hardware and software. Richard holds a
bachelor’s in Mechanical Engineering from University of Rhode Island and
advanced degrees in Business & Engineering from Southern Methodist
University.