From Two Silos to One Workforce - Plan, Measure, Improve
Tuesday Nov 10, 12:00 PM – 1:00 PM Eastern — REGISTER NOW!
AI changes demand and work — the complexity that reaches human agents, and how workforce planning and performance management have to operate as one system instead of two.
New survey data from 400 CX leaders across the US and UK reveals the gap: only 13% have full end-to-end visibility across human and AI performance, and 71% call the AI-to-human handoff their single biggest blind spot. Join us to see what it actually takes to measure that handoff, not just the agents on either side of it, but the moment work moves between them.
In this session we’ll also cover why leading organizations are turning performance signals into action: 76% now rank personalized coaching as a top priority, and 99% see real value in AI-based coaching that flags who needs help, explains why, and lets agents practice before they're ever in front of a customer.
Three practices you'll walk away with:
- Plan one workforce, not two silos — unify human and AI capacity planning
- Measure the full journey — including the handoffs, not just the endpoints
- Turn performance data into coordinated action — from insight to intervention
Presenters:
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Andrea Matsuda, Head of Product Marketing, WFM, 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.
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Aya Tzarfati, Senior Product Marketing Manager, NiCE APA & PM LOB
Aya brings over 18 years of experience in B2B product marketing, specializing in high-tech and medical devices. She excels at developing go-to-market strategies, crafting compelling product messaging, and creating impactful sales enablement tools. With a strong background in cybersecurity and international marketing, Aya leverages deep market insights and competitive analysis to drive innovation and elevate customer experience through performance management.
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