AI & Automation in WFM

AI and automation are reshaping workforce management—but are you leveraging them to their full potential?

Our AI & Automation in WFM webinar series tackles today’s biggest workforce challenges, from empowering employees to optimizing costs and performance. Watch our industry experts Nate Brown and Sean Ilenrey for sessions packed with actionable insights, revealing AI-driven strategies to enhance scheduling, boost employee engagement, and streamline operations in the modern contact center.

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AI & Automation in WFM: Empower Employees to Cut Costs & Elevate CX

Available on-demand

​Agent concerns don’t exist in a silo—they impact business goals, turnover, CSAT, productivity, and costs. Employee engagement can be hard to achieve, and hybrid work isn’t making it easier. Watch Nate Brown, head of CX advisory at Metric Sherpha, as he discusses the needs of the modern contact center, where employees are empowered to create their own schedules.

Discover how you can use intelligent automation and AI to:

• Reduce manual scheduling processes
• Optimize net staffing
• Increase employee satisfaction and retention

Speakers:

Guest speaker: Nate Brown, Head of CX advisory, Metric Sherpa
Andrea Matsuda, Head of Product Marketing for Workforce Management, NiCE

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AI & Automation in WFM: The Future of Contact Center Workforce Management

Available on-demand

Your customers have a lot of ways to contact you, and easier contacts are often diverted to bots, while more complicated interactions are handled by agents. When information about the interaction isn’t reported until after it ends, it’s almost impossible to plan work across intervals. Get WFM strategies that take into account the digital landscape of today.

Join Sean Ilenrey, founder and CEO of Value-Centric, to learn more about:

• WFM Trends in the digital contact center
• Managing omnichannels in the ever-evolving workspace
• Accounting for long and asynchronous interactions
• How to gain cross-departmental efficiencies to drive improved bottom line performance

Speakers:

Guest speaker: Sean Ilenrey, Founder and CEO, Value-Centric
Andrea Matsuda, Head of Product Marketing for Workforce Management, NiCE