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Approaches for Engaging and Enhancing Effectiveness of Contact Center Agents


Presented By: CRMXchange

Presented by NICE, Pipkins, Workflex


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About the Webcast

Many contact centers are plagued with high turnover and minimally committed employees. With Millennials becoming the dominant agent demographic and the sharing-economy increasingly tapping into the traditional contact center labor pool, strategies for retaining an engaged and high performing workforce need to evolve.

 Join this webcast to view demonstrations:

 --WorkFlex will show how to empower agents with the schedule-change flexibility they want while optimizing staffing levels at the same time. Watch how agents are able to preview and select pre-approved work-hour or work-activity changes anywhere/anytime with instant confirmation.
-- Pipkins will focus on their forecasting and scheduling tools which use the firm’s proprietary Merlang® algorithms. See how producing a small improvement in forecasting accuracy, can have on a business’ overall profitability.
--NICE will show how NICE Performance Management delivers system-enabled targeted actions that automatically move employees and supervisors through a series of improvement steps with coaching, goal management and more.


About the Presenters

Larry Schwartz, Chairman and CEO of WorkFlex Solutions, LLC

Larry brings 25+ years of executive management experience in large-scale operational streamlining, enterprise software & consumer products development, strategic planning, business process transformation, and outsourced managed services. He currently serves on the Board of Directors of nVoq Inc, and is Chairman of the City of Montgomery Landmarks Commission.

Rafael Manzon, Executive Vice President of Sales & Marketing, Pipkins, Inc.

Rafael Manzon has more than 15 years’ experience in the contact center industry. Before joining Pipkins in 2016, Manzon served as President of ConnectCom BPO and CEO of DNC.com, a leader in the Federal Do Not Call compliance space. He also worked as Director of Business Affairs for the American Teleservices Association (ATA), now the Professional Association for Customer Engagement (PACE).

Diana Leccese, Regional Vice President at NICE Systems