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Preparing for the Future of WFM – Tech Tank

CrmXchange

Presented By: CrmXchange



Tuesday, February 23, 2021 1:00pm

Presented by: Dave Hoekstra, WFM Evangelist, Calabrio and

Nathan Stearns, VP WFO Product Strategy, NICE

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About the Webcast

Workforce Management solutions have been around for over 30 years and digital channels such as chat and email have been around for over 20 years. So, what is driving renewed interest in seeking WFM solutions that solve the WFM challenges of managing “digital channels”?

In this session, NICE will discuss the key drivers, the challenges and the solutions.

Calabrio will discuss how their WFM enables your organization to plan and manage their operations through advanced forecasting, dynamic scheduling and intelligent automation. They will show how to: -Empower, educate & manage today’s workforce - Provide autonomy and flexibility for employees with self-scheduling, absence and OT probability - Monitor and manage teams and processes.

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    About the Presenters

    Dave Hoekstra, WFM Evangelist, Calabrio

    Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.

    Nathan Stearns, VP WFO Product Strategy, NICE

    Nathan has been with NICE Systems for 22 years, which includes his tenure at IEX. Prior to joining IEX in 1997, he worked 10 years at Sprint Telecommunications as a project manager and as Group Manager of the National Resource Management and Call Traffic Management Group. Nathan helps craft the strategy for the NICE WFO line of business, which includes WFM, NPM, ICM, and the Back Office suite of solutions.

    He was responsible for creating and managing a comprehensive advanced forecasting, workforce management and call traffic management department that administered the operation of seven call centers. He is a frequent speaker and writer.