About the Webcast
In today’s connected work environment, keeping Workforce Management, Quality Assurance, and Analytics in separate silos no longer works. True value comes when these functions operate together, creating a continuous cycle of insight, action, and improvement.
In this one-hour session, we’ll share practical steps to unify teams, integrate reporting, and align strategies for maximum impact. You’ll also discover the power of blending human intelligence with AI—people with bots, and real with virtual. Beyond the buzz, we’ll show you a live demo of how AI can streamline workloads, improve accuracy, and free up time for higher-value work.
About the Presenters
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.
Tyler Hinton, Senior Product Marketing Manager, NiCE
Tyler Hinton is a seasoned product marketing expert with a
proven track record of helping contact centers adopt innovative solutions to elevate
their customer experiences. He is passionate about brining cutting-edge
technology and AI to the forefront to help empower agents and contact center
leaders to deliver better results for their organizations and customers.