About the Webcast
Back‑office
operations are the next major frontier for Workforce Management
(WFM) solutions as organizations strive to improve their customer
journey. The reality is clear: a company can’t consistently deliver a great real‑time
CX in the front office when the back office
is operating on yesterday’s tools and processes. AI‑driven
WFM is emerging as a powerful engine for optimizing CX-centric
back-office functions and activities, which are also sometimes referred to
as the mid-office.
This
session highlights how modern WFM brings clarity, predictability,
and oversight to back‑office work that has traditionally been hard to
track, measure, and manage — improving the
enterprise’s throughput, accuracy, and employee experience.
Join
Donna Fluss, President and Founder of DMG Consulting, and Andrea Matsuda, Head
of Product Marketing for Workforce Management at NiCE, to learn:
- What is back-office WFM?
- Back-office functions where WFM will deliver major benefits
- How work-item and process-time forecasting improve accuracy and throughput
- How end-to-end case lifecycle planning aligns front- and back-office teams to improve resolution time, SLA performance, and cost control
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.
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.