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How to Make WFM Work Better


Presented By: NICE

Live Date: March 23, 2023. PLEASE SIGN IN FOR THE RECORDING.

Presented by Andrea Matsuda, NICE and Donna Fluss, DMG Consulting

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About the Webcast

WFM is viewed as a necessary evil, but there are ways to make it more helpful. Join Andrea Matsuda of NICE and Donna Fluss of DMG Consulting, as they tackle the top issues of WFM below, so you can make it work better for your contact center. 

  • The changing role and contributions of WFM in 21st-century contact centers
  • What needs to change to deliver better and more accurate forecasts and schedules
  • How WFM solutions can handle asynchronous, digital and long interactions
  • The role of intraday management in re-allocating staff in real-time 


About the Presenters

Andrea Matsuda, Senior Product Marketing Manager, 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

Donna Fluss is founder and president of DMG Consulting, a provider of contact center and analytics research, market analysis and consulting. For three decades she has helped emerging and established companies build differentiated contact centers that deliver outstanding customer experiences. She is a recognized visionary, author, speaker, and driver of transformation and innovation - providing strategic counsel for enterprises, solution providers, and the investment community.