The Virtual Summit

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Should We Educate Agents on AI?

Tuesday Mar 15, 2:00 PM – 3:00 PM EDT — RECORDING

Here we are “post” pandemic and AI is everywhere! AI has been one of the many driving forces attributed to saving businesses. How do we move from simply saving to thriving with AI? 

Self-service, automation and digital engagement are important components of most companies 2022 customer experience plan. Artificial  intelligence is an essential enabler of today’s modern CX solutions. There are important ways that AI will impact the agent’s work life. 

In this session, contact center industry analyst Sheila McGee-Smith, workforce engagement management entrepreneur Juanita Coley and Lauren Maschio of NICE Product Marketing will discuss how AI benefits both agents and contact center analysts and how to best communicate these benefits to agents and supervisors.


Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics

McGee-Smith.Sheila Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics

Sheila founded McGee-Smith Analytics in 2001 and is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. She has a proven track record of accomplishment in new product development, competitive assessment, market research, and sales strategies for communications solutions and services.

Juanita Coley, CEO, Solid Rock Consulting

Juanita Coley Juanita Coley, CEO, Solid Rock Consulting

Today with over 14 years of industry experience, Juanita has become a Contact Center & Workforce Management enthusiast, trainer, speaker and facilitator. Coupling her talent and experience with her skillset and passion, Juanita takes pride in bringing new efficiencies and optimizations to corporations and household brands like United Health Care, Optum, Walgreens, Liberty Medical, and many more. 

In 2018, she published her first book “The Corporate Playbook” a success guide to empower corporations with effective strategies to engage and educate their teams on the workforce management model.

In 2022, she will be releasing her second book, “From The Ground Up: Navigating Call Center & Tech Careers.” Juanita created the C.E.O. plan, a program designed to provide resources on leadership, tech and workforce management opportunities through her company Solid Rock Consulting. Utilizing workshops, trainings, events and access to mentorship, The C.E.O. PLAN is an incubator for future STEM leaders and occupation holders.

Lauren Maschio, Sr. Product Marketing Manager, Quality, NICE

NICE Systems.Lauren Maschio Lauren Maschio, Sr. Product Marketing Manager, Quality, NICE

Lauren has over 20 years of marketing leadership experience in the high technology industry with more than 10 of those years in the contact center market. As the manager of the Customer Engagement Analytics marketing team at NICE, Lauren is responsible for driving strategy and thought leadership, campaigns, and sales enablement. Prior to NICE, Lauren has held senior-level global marketing positions at VoltDelta, Process Software, Compaq (now HP), Bay Networks (now Nortel) and CrossComm.

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