The Virtual Summit

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The Last Mile of Operational Efficiency - The Back Office

Tuesday Mar 19, 12:00 PM – 1:00 PM EDT — RECORDING

For the last twenty-plus years, contact centers have been reaping the economy-of-scale benefits of skill based routing (SBR). More recently, the pandemic drove the necessity of extending SBR economies-of-scale into digital channels. As a result, contact centers have been addressing the challenges of blending digital asynchronous work with traditional voice and live chat synchronous work to achieve additional operational efficiency. So, what’s next?

Based on what we hear from our customers, the “last mile of operational efficiency” will be found in the blending of contact center work (both voice and digital) with back office work. But what does this look like? What are the tools required to effectively blend work? What productivity insights can be delivered for the back office teams? In this webcast we discuss:

  • The role the back office has on the customer experience
  • Current market trends within contact centers and back office operations
  • Best practices to enable organizations to realize the greatest benefits for managing a blended work environment

A mini Bluetooth speaker will be provided to a session attendee.


Andrea Matsuda, Senior Product Marketing Manager, NICE

NICE Andrea M 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 with a bachelor degree in International Business and Global Studies, with an emphasis on French and Japanese languages, she joined TD Ameritrade as a multi-channel customer service agent. While at TD Ameritrade, she received her master degree in Strategic Marketing from the University of Bellevue. It was during this time that 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.

Liran Meir Frenkel, Senior Product Marketing Manager, NICE

NICE Liran Frenkel Liran Meir Frenkel, Senior Product Marketing Manager, NICE

Liran is NICE’s RPA & Performance Management Senior Product Marketing Manager. With a rich background in the high-tech industry, she specializes in building and executing global business strategies, short- and long-term roadmaps, and go-to-market plans for cloud and CX domains. Outside of work, Liran is involved in LeadWith, a non-profit organization focused on empowering and promoting women in tech.