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The Role of AI in the Future of WFM

Presented By: NICE

Date: December 10, 11am Eastern

Presented by Omer Minkara, VP and Principal Analyst, Aberdeen and

Andrea Matsuda, Head of Product Marketing, Workforce Management, NICE

About the Webcast

Many organizations are still in the early stages of embedding AI into their workforce management strategies. One of the most significant opportunities lies in using advanced solutions to simplify complex tasks like scheduling.

Businesses face increased pressure to drive efficiency and maintain high-quality customer interactions. This webcast will explore how organizations can harness AI-driven innovations to optimize workforce management. We will discuss:

- - Key Trends Shaping Contact Center Workforce Strategies
- - Cutting-Edge Approaches to Simplify Scheduling
- - Real-World Success Stories

Join us to unlock actionable insights.

About the Presenters

Omer Minkara, VP and Principal Analyst, Aberdeen

Omer Minkara is the Vice President, Principal Analyst at Aberdeen, researching Best-in-Class practices and emerging trends in the technologies and business processes used to enhance customer experience across multiple interaction channels (e.g. social, mobile, web, email and call center). He has an MBA degree from Babson College, where he participated in the launch of a technology company, creating a customer acquisition and engagement strategy, and developing all the operational and financial forecasts for the enterprise.

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.