Date: Thursday, March 12, 2026
Time: 11:00 am-12:00 pm CT

AI Is Changing the Workforce — Is Your WFM Ready?

Organizations are rapidly adopting AI to automate routine tasks, accelerate service, and reshape customer journeys — but the rise of AI agents/bots hasn’t reduced the need for workforce management. It has expanded it. As contact centers shift toward hybrid human‑AI operating models, WFM becomes the orchestration layer ensuring the right blend of human expertise and AI capacity is available at all times.

Join Donna Fluss, President and Founder of DMG Consulting, and Andrea Matsuda, Head of Product Marketing for Workforce Management at NiCE for an insight‑rich session on how AI is transforming WFM and how leaders can prepare. Attendees will gain a clear and practical appreciation of how to modernize WFM for an AI‑driven future. Discussion topics include:

• Why WFM matters more than ever in hybrid AI/human contact centers
• How AI elevates core WFM functions, including forecasting, scheduling, intraday management, and adherence
• What it takes to manage AI agents/bots alongside human teams
• Where AI‑enabled WFM delivers enterprise value across multiple business functions

Speakers:  Donna Fluss, DMG Consulting, & Andrea Matsuda, NiCE Systems