Face to Face with NUG’s Kim Felice

Kim Felice joined the NUG board in 2012 as Director of Membership and Communication.  She currently serves as the Chief Administrative Officer (CAO).

Before we ask you about your role on the NiCE User Group Board of Directors, will you tell us about your current job responsibilities?

I’m the workforce director for our largest account at Conduent. We have about 10,000 supporting this account, a large technology company.  I oversee everything WFM related – forecasting, scheduling, real time planning.  I work closely with our finance team to do projections for expenses and revenues for our accounts.

What path led you to Conduent?

I used to work for another outsourcer supporting the same account I do now.  I was aware of this opportunity and interviewed for various roles and ended up directing workforce.

Tell us about your experience using NiCE solutions.

I started using NiCE Workforce Management about 15 years ago. I had a job where our clients used NiCE, and so I learned about it from them.  I went a couple of years using another vendor’s WFM tool.  At my last company, they purchased NiCE right before I joined and brought me on and asked me to figure it out.  I dove in.  I took the training manual home and read through the whole thing and figured out how everything worked.  Through the users group, I’ve learned a lot.  

What do you like best about the NiCE User Group (NUG)?

I really like being part of a community that does similar things, and also not-so-similar things.  It’s interesting to me to hear about how users are using solutions we don’t have.  It helps me in general to stay up on things that are going on in the marketplace since NiCE is a market leader with all its solutions.  I like that I get to talk to other users and come back to my meetings with a fresh, helpful perspective. People in contact centers are passionate about their jobs – and I love there is a community where you can present your challenges and ask others how they solve for it.

Tell us a little about you, personally.

I’m married.  We have four furry children (dogs!)  I am a breast cancer survivor – seven years.  After having that, I took more interest in my health so I started working out.  I do a cross fit program.  I really like to do things outdoors – hiking and travel. 

What advice would you like to offer to those just starting their careers in technology?

Never stop learning.  Looking for training online.  Check out YouTube videos.  There are all sorts of ways to keep learning since things are always changing.

How did you come to join the user board?

I had served on another vendor’s user board, and so when I started using NiCE, I reached out see if there were ways I could contribute.  I currently serve as the Chief Administrative Officer, providing administrative support for the bylaws and assisting with open projects.

How has COVID-19 impacted your business?

With respect to workforce management, COVID-19 has really made us take a different look at how we operate on a daily business.  We already had part of our business working from home, and now everyone is.  We’re coming up with ways for all employees to work from home and how to make that work and determining how it impacts our company. 

On a company level, Conduent has launched a software module for its disease surveillance and outbreak management platform, Maven®, configured to securely track, manage and report on cases of COVID–19.

What do you like most about doing business with NiCE?

I feel like NiCE is really interested in what the users want.  That may sound cliché, but there is so much interest with users providing ideas and sharing their expertise.  I feel like they are truly interested, and it’s not just a sales pitch like I’ve experienced with previous vendors.

Any final advice?

To make the most out of NUG, be sure to go to the website and ask your questions. Don’t think any question you have is too small or embarrassing --- we’ve all been through it and perhaps you’ll learn something that will help you think outside the box.  Reach out directly to community members, too.