Date:  Tuesday, September 30
Time:  10-11 am CT

From Plan to Performance: How WFM Leaders Are Orchestrating the AI-Powered Contact Center Workforce Management leaders are no longer just executing the plan—they’re orchestrating the future of the contact center.

In an era where labor represents the single largest cost in customer service, and yet customers still express dissatisfaction—especially with bots and self-service—WFM leaders face a high-stakes paradox: How do you get more value from your people while actually improving the customer experience?

The answer lies in real-time execution powered by AI and automation.

Join Intradiem’s Chief Experience Officer, Derek Eck, and Workforce Innovation Strategist, Jim Simmons, as they spotlight how top organizations are using intelligent automation to:

• Unlock capacity in the day for personalized coaching and upskilling

• Leverage AI for the benefit of the agent and the front-line manager
• Shift WFM from reactive planning to proactive, in-the-moment orchestration

With customer examples and live peer discussion, this session shows how WFM teams are driving the adoption of AI responsibly—balancing operational control, employee wellbeing, and customer expectations.

You’re not just part of the AI revolution—you’re leading it. Walk away with tangible strategies to turn labor cost into customer value, and workforce complexity into competitive advantage.

Speakers:  Derek Eck, Intradiem, & Jim Simmons, Queueless