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Preparing for the Future of WFM

CrmXchange

Presented By: CrmXchange



Live Date: Tuesday, February 11, 2020 PLEASE SIGN IN FOR THE RECORDING.

Presented by: Nathan Stearns, VP WFO Product Strategy, NICE, and

Kelly Koelliker, Director, Content Marketing, Verint

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About the Webcast

Without the right tools in place to meet the staffing demands of increasingly complex contact center environments, managers struggle to reach their objectives.

Today's workforce consists of two types of employees: traditional workers and automated bots.  Verint will discuss how this hybrid workforce is a win for both customers and employees, and how WFM teams of the future will need to account for this robotic workforce and make adjustments accordingly. 

Imagine the benefits if you were able to predict what the distribution would look like for the multiskilled employees. NICE will show you a scheduling simulation model.

Discover and experience solutions to help improve service levels while keeping costs in check.

About the Presenters

Kelly Koelliker, Director, Content Marketing, Verint

Kelly Koelliker is director of content marketing at Verint with a focus on contact center workforce engagement solutions.   With more than 15 years of marketing and sales experience, her expertise in the customer service industry covers such fast-evolving categories as knowledge management, natural language search, and CRM.

Nathan Stearns, VP WFO Product Strategy, NICE

Nathan has been with NICE Systems for 22 years, which includes his tenure at IEX. Prior to joining IEX in 1997, he worked 10 years at Sprint Telecommunications as a project manager and as Group Manager of the National Resource Management and Call Traffic Management Group. Nathan helps craft the strategy for the NICE WFO line of business, which includes WFM, NPM, ICM, and the Back Office suite of solutions.

He was responsible for creating and managing a comprehensive advanced forecasting, workforce management and call traffic management department that administered the operation of seven call centers. He is a frequent speaker and writer.